.svg){kind=small}
Stories of our customer success
Discover our repository of case studies that showcase real-world examples of how we are modernizing data for customers.
Transforming B2C Contact Centers with Multi-Channel Efficiency
- Share:
-
Highlights
The multi-channel customer experience solution led to a significant reduction of over 20% in B2C contact center costs
Improved operational efficiency and reduced contact volumes resulted in more effective customer engagement
Successfully integrated e-commerce transactions and customer self-service interactions for a seamless end-to-end experience
Overview
Mastech InfoTrellis partnered with a leading beauty supply retailer in the United States, focusing on affordable indulgence for customers through one-stop shopping in convenient locations. The company, experiencing rapid growth, faced challenges with multiple contact center systems, increasing call and email volumes, and a need for improved customer experiences.
Client
Beauty Supply Retailer
Geography
United States
Industry
Retail
Tech Stack
Multi-Channel Customer Experience for E-Commerce
The Challenges
- The client faced operational challenges due to rapid growth, leading to higher call and email volumes in their contact centers
- Multiple systems with similar functionality complicated customer interactions, and introducing new channels exacerbated the issue
- With 60 agents during peak times, the retailer identified a gap in enabling customers to self-serve, prompting a reevaluation of their capabilities