Introduction

Skyline’s first client, King of Shopping, sought external support to address critical issues hindering their operational efficiency. This collaboration provided Skyline with an opportunity to refine their approach and methodology while aiming to elevate King of Shopping’s overall performance.

Objective

This case study illustrates how Skyline’s unparalleled solutions brought tremendous improvement in King of Shopping’s customer service, leading to positive reviews and strengthened trust among the customers.

Client Background

King of Shopping provides digital goods, computer games, and e-commerce solutions. However, as demands have increased, the company has faced several challenges, leading to customer dissatisfaction and frustration. If these issues are not addressed promptly, they could potentially damage the company’s reputation and hinder its growth.

Challenges

Before partnering with Skyline, King of Shopping faced several challenges that hindered their efficiency and customer satisfaction:

Implemented Solutions

Skyline diligently addressed the challenges faced by King of Shopping by implementing customized solutions tailored to their specific needs:

Outcomes and Impact

Skyline addressed King of Shopping’s immediate challenges and positioned them for long-term success by fostering a culture of excellence in customer support and service delivery. The collaborative efforts between Skyline and King of Shopping yielded significant improvements and positive outcomes,  bolstering the brand’s reputation and setting them on par with their competitors.

Expansion and Growth

Visual Data Representation

The images below illustrate King of Shopping’s ticket resolution rate before and after partnering with Skyline. This clearly highlights the significant impact Skyline had on their first-ever client.

Ticket Resolution Rate

Before Skyline

The primary issues observed during this period are as follows:

1. High Number of Unresolved Tickets:

   • The total unresolved tickets amounted to 5050, showing a significant backlog.
   • The average unresolved tickets per month were 842, indicating a substantial number of tickets remaining unaddressed each month.

2. Declining Resolution Rates:

   • Despite receiving 20.2k tickets in total, only 15.2k tickets were resolved, which accounts for 75.2% of the total received tickets.
   • This indicates that nearly one-fourth of the tickets were not resolved during this period.

3. Month-over-Month Analysis:

   • August 2016: Approximately 2k tickets received, with a notable portion unresolved.
   • September 2016: Slight increase in received tickets, with similar issues in unresolved tickets.
   • October 2016: Sharp increase in received tickets (~4.5k), with a corresponding rise in unresolved tickets.
   • November 2016: Decrease in received tickets, but unresolved tickets remained significant.
   • December 2016: Another spike in received tickets (~4.5k), with unresolved tickets still prevalent.
   • January 2017: Drop in received tickets but unresolved issues persisted.

After Skyline

Exceptional result after collaborating with Skyline:

1. Increased Resolution Rate

   • The total resolved tickets reached 52.2k, matching the total received tickets, indicating a 100% resolution rate.
   • This substantial improvement demonstrates effective handling and resolution of tickets without backlogs.

2. Drastic Reduction in Unresolved Tickets:

   • The total unresolved tickets dropped to 34, which is a 35% decrease.
   • The average unresolved tickets per month reduced to 50, showcasing the efficiency in resolving tickets promptly.

3. Month-over-Month Analysis:

   • August 2018: Received and resolved tickets were approximately equal (~4k each), with negligible unresolved tickets.
   • September 2018: Similar trends continued with high resolution rates.
   • October 2018: Received tickets (~5.5k) matched the resolved tickets, maintaining the zero unresolved tickets policy.
   • November 2018: Continued trend with resolved tickets equal to received tickets (~6.5k).
   • December 2018: Highest received tickets (~9k) fully resolved, maintaining efficiency.
   • January 2019 to March 2019: Consistent performance with received tickets ranging between 5k-6k, all resolved efficiently.

Customer Satisfaction (CSAT) Score

The next analysis is based on the Customer Satisfaction (CSAT) Score based on two periods.

Before Skyline

Before partnering with Skyline, King of Shopping had a relatively low average customer satisfaction rating of 2.5. While some customers were somewhat satisfied with the service, a significant number found it lacking, as indicated by the large proportion of three and four-star ratings. Similarly, the number of dissatisfied customers was nearly equal to those who were satisfied. This prompted King of Shopping to take immediate action to improve their customer service strategy by hiring Skyline’s top-notch solutions.

After Skyline

With Skyline’s tailored customer service solution, significant improvements were evident, as reflected in an average satisfaction score of 4.5 stars. The majority of ratings received were five stars, underscoring the high level of satisfaction and positive experiences customers enjoyed. Instances of lower ratings, from three to one star, have notably decreased, showcasing the effectiveness of Skyline’s customer service strategies.

Conclusion

The results of Skyline’s interventions were profound. King of Shopping experienced a notable acceleration in order processing times, providing quicker turnaround for customers and leading to increased satisfaction and loyalty. The expansion of customer service options through chat and phone support made assistance more accessible, improving the overall quality of customer interactions. Additionally, the investment in quality training for support agents ensured that customers received prompt and effective resolutions to their issues.

Effective and Tailored Customer Service Solutions

A positive customer experience enhances brand reputation, fosters customer loyalty, and drives increased sales. To deliver exceptional customer experiences, a company needs a skilled and knowledgeable support team, which requires substantial investments in time, money, and resources. Fortunately, Skyline offers a comprehensive solution. Contact Skyline Live Support today, and we’ll manage your customer service needs, allowing you to concentrate on enhancing other facets of your business.