Case study · E-commerce
How an Online Retailer Extended Support Hours with Dedicated Agents
Customers wrote in the evenings and weekends, but replies came days later. Dedicated agents changed that.
Illustrative engagement scenario — names and details are representative of typical client situations.
- Client
- Online home-goods retailer
- Industry
- E-commerce
- Location
- United Kingdom
- Roles hired
- 3 customer support agents, 1 data entry operator
- Engagement
- Full-time shifts, ongoing
Extendedcoverage including weekends
Fasterfirst response times
Fewerproduct-information tickets
The challenge
Support tickets piled up outside office hours, slowing replies and hurting reviews.
The solution
Three agents covered extended shifts in the retailer's helpdesk using macros and a policy playbook. A data entry operator kept product information accurate to reduce "where is…" questions.
Onboarding
Week one shadowing, week two simple tickets with review, then full queue ownership.
Quality
Weekly QA sampling scored tone, accuracy and policy adherence.
Lessons
Fixing root causes — like inaccurate product data — reduced ticket volume.
Related roles
