The Challenge: Delayed Replies, Unhappy Customers
Customer service is the backbone of any retail brand, and for this company, email support was one of the primary channels for handling customer inquiries. However, extended resolution times had become a major roadblock. Customer queries—ranging from refund requests to order-related concerns—often took far too long to be addressed.
This inefficiency was more than just an operational bottleneck; it was tarnishing the brand’s reputation and directly impacting customer loyalty. With every delayed response, the risk of lost sales and customer churn increased.
Dissatisfied customers took to social media and review platforms to voice their frustrations, further compounding the brand’s challenges. It was clear that manual processes were no longer sustainable—automation was the need of the hour.
