Problem
High call volumes led to long wait times, overworked agents, and a CSAT score that fell below their own targets.
Solution
We transformed the customer experience! The Contact Us and Returns Policy pages are now super user-friendly. We also created a fun video to make password resets a breeze. And the Order Tracking page? It's all about instant updates, cutting down on customer queries.
Outcome
A smoother, less stressful experience for both Crocus and its customers. CSAT rose to 84%! Self-service increased by 12% meaning a 30% drop in calls and 7% drop in emails year on year.
Now customers can find what they need in a snap—win for them, win for the business!
