×
The client is one of the world’s largest for-profit genealogy company, offering extensive genealogical records, historical data, and genetic genealogy services through its online platform. With a global customer base, seamless customer service is a critical component of their business model.
Long wait times and service inefficiencies led to high abandonment rates, low customer satisfaction, and increased churn.
High wait time and abandonment rates were impacting customer satisfaction for the world’s largest genealogy company. With 18% abandonment in the US (12% globally) and a CSAT of just 68%, service inefficiencies were driving customer churn.
By implementing a data-driven support strategy with predictive staffing, correlation analysis, and real-time monitoring, we reduced ASA from 7 minutes to 2 minutes (US), cut abandonment rates to 3% (US) and 2% (global), and boosted CSAT to 85%. Service levels improved from 55% to 92%, ensuring faster, seamless customer experiences and stronger brand loyalty.
The goal was to reduce high abandonment rates, long wait times, and improve CSAT by optimizing ASA, service levels, and staffing. A data-driven approach using predictive analytics ensured seamless customer interactions, improved retention, and strengthened brand perception.
