Empathy in Action: MARS Propels Customer Support Success for a Leading Online Payment Brand
With empathy taking center stage, MARS CX revolution transforms the customer success journey of a leading online payment platform.
Meet Shreya, an enthusiastic online shopper and devoted patron of a renowned online payment and shopping brand. One day, she encountered an unexpected roadblock during a transaction. Eagerly seeking assistance from the customer care executive, Shreya was met with an impersonal, scripted response that lacked empathy. Determined to find a resolution, she turned to social media, tagging the company’s CXO for help. Little did she know that this courageous act would trigger a transformative chain of events, shedding light on the brand’s vulnerabilities as her critical escalation gained viral momentum.
In today’s hyper-connected digital landscape, exceptional customer service is the cornerstone of success, particularly for industry-leading online platforms. Customers like Shreya demand seamless transactions and swift resolutions. When faced with inadequate support or dismissive responses, the repercussions on brand perception and customer loyalty can be profound.
Experts in remote solutions comprehend the gravity of customer pain points and collaborate closely with organisations to amplify their CX teams’ performance. Through their partnership with MARS, the leading online payment, and shopping brand aimed to revolutionise customer support, tackling delayed first response time (FRT), enhancing response quality, and fortifying its brand reputation.
In this case study, we delve into the specific hurdles encountered by the leading online payment and shopping brand, the solution crafted by MARS, and the remarkable outcomes achieved.
Problem Statement:
Social Media Escalations, Damaging Brand Reputation, and Customer Experience
The leading online payment and shopping brand encountered a critical challenge regarding escalating customer complaints on social media platforms. Their CX team faced persistent issues with delayed first response times (FRT), leading to frustrated customers. Furthermore, the responses provided by the team suffered from poor language and grammar, further exacerbating the situation. These shortcomings eroded the brand’s perception and triggered public relations battles as critical escalations gained viral attention. With an overwhelming influx of approximately 6,000 high-concern tickets daily, the company’s existing attempts to mitigate the problem through FRT guidelines, an in-house grammar tool, and scripted responses fell short in addressing the pain points effectively.
MARS Solution:
Empowering Customer Support Transformation
To address the challenges faced by the leading online payment and shopping brand, MARS implemented a comprehensive solution that revolutionised its customer support experience.
🚀Creation of a High-Quality MARS Team: MARS carefully handpicked and assembled a team of 30 highly skilled CX MARS Partners, supported by two proficient project managers (PMs) and a dedicated quality assurance (QA) specialist. These exceptional MARS Partners were extensively trained to handle critical escalations with precision and empathy.
🎯 Allocation of High-Concern Tickets: MARS seamlessly integrated the high-concern tickets into the client’s customer relationship management (CRM) system. This streamlined process ensured efficient ticket assignment to the MARS team, guaranteeing prompt attention to each case and eliminating any delays in addressing customer concerns.
⏰ Real-Time Ticket Solving: Recognizing the urgency of customer issues, MARS implemented a round-the-clock operation to provide 24/7 availability for addressing high-concern tickets.
✅ Quality Assurance: MARS implemented a rigorous quality check process to maintain the highest customer support standards. Each day, 10% of the tickets underwent meticulous evaluation, ensuring adherence to quality benchmarks.
📊 PM Dashboard: MARS equipped the project managers with a custom-built dashboard seamlessly integrated with the client’s systems. This intuitive dashboard empowered the PMs to oversee ticket allocation, closely monitor FRT metrics, and track the completion of tickets in real-time. The PMs gained unparalleled visibility into the process, enabling them to make data-driven decisions and ensure optimal efficiency.
📚 Train-the-Trainer Model: MARS implemented an innovative train-the-trainer model to optimise training costs while maintaining expertise. A select group of highly knowledgeable MARS Partners within the MARS team were extensively trained and equipped to serve as trainers. This knowledge transfer approach reduced training expenses and ensured that the entire team stayed updated on the latest industry practices and trends.
Through this comprehensive solution approach, MARS empowered the leading online payment and shopping brand to transform its customer support experience.
Outcomes
The implementation of MARS solutions saw impressive results for the leading online payment and shopping brand.
🚀 FRT Improvement: The average first response time (FRT) for high-concern tickets witnessed a remarkable improvement, reducing from an average of 15 minutes to an impressive less than 2 minutes. This significant reduction in response time resulted in enhanced customer satisfaction and quicker issue resolution.
🎯 Flawless Ticket Completion: The partnership between the leading online payment and shopping brand and MARS resulted in an extraordinary 100% completion rate for all allocated tickets.
💯 Consistent High-Quality Responses: Daily quality assurance evaluations showed that an impressive 90% of the responses met or exceeded the predefined quality benchmarks. This ensured that customers received professional, empathetic, and well-crafted responses, leaving a positive impression and building trust in the brand.
📈 Improved Brand Reputation: The concerted efforts of MARS and the leading online payment and shopping brand led to an overall improvement in brand reputation. By addressing critical escalations promptly and providing high-quality responses, the brand effectively managed PR battles and mitigated the negative impact of viral escalations. Customers noticed the positive changes in customer support, improving the brand’s perception and strengthening customer loyalty.
From faster response times, consistent completion of tickets, high-quality responses, and an improved brand reputation, the brand successfully transformed its customer support experience, ensuring customer satisfaction and maintaining its competitive edge in the market.
With MARS’ tailored solutions and the dedication of our all-women MARS Partners, the leading online payment and shopping brand, successfully overcame the challenges of delayed responses, poor-quality interactions, and brand perception erosion. The outcomes achieved speak volumes — improved first response times, 100% ticket completion rate, consistent, high-quality responses, and a fortified brand reputation.
Upgrade Your Customer Experience with MARS by SHEROES: Empathy-driven Remote Solutions
Experience unmatched customer support with MARS by SHEROES for end-to-end bizops solutions while enabling women remote employment opportunities. MARS’s comprehensive services cover vital backend and operational processes, including customer support, pre-sales, post-sales, KYC, recruitment support, and data ops. Harnessing the expertise of our 12,000+ pre-qualified and trained, certified women professionals, MARS takes your business to new heights.
Our exceptional team of highly skilled and empathetic women understands the undeniable significance of creating extraordinary customer experiences. At MARS, we uphold rigorous certification and assessment processes, ensuring our MARS Partners deliver exceptional quality outcomes backed by relevant work experience.
Don’t settle for average when it comes to customer support. Join the ranks of forward-thinking companies and experience the MARS advantage. With our unparalleled expertise and commitment to quality, we are shaping the landscape of remote employment and poised to become the industry leader. With the transformative power of MARS, elevate your business to new horizons. Let’s go, MARS and Beyond!
MARS (Managed Remote Solutions) is a specialized unit of SHEROES that enables businesses to streamline their backend and operational processes. Through a managed service approach, MARS taps into a pool of highly skilled, pre-qualified, certified women working remotely. These talented professionals contribute their expertise to help businesses thrive and achieve their goals efficiently. Become a certified MARS Partner now.
