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A leading online marketplace known for offering rare and exquisite furniture, art, fashion, and jewellery from top dealers across the globe. The brand is celebrated for its premium products and curated experiences tailored to a discerning, global clientele.
The platform was grappling with several operational challenges that were straining internal resources and impacting its high-end brand experience:
• High Operational Costs:
A 20% year-over-year increase driven by inefficient staffing models, reactive hiring during peak periods, and rising training costs due to frequent agent turnover.
• Slow First Response:
The client’s average first response time was 35.3 hours nearly nine times higher than their internal benchmark of 4 hours leading to poor first impressions and rising customer churn.
• Poor Resolution Time:
An average resolution time of 10.1 days, more than double the client’s benchmark of 5 days, resulting in repeated follow-ups and eroded trust resulted negatively impacting the overall service experience and customer loyalty.
• Stagnant CSAT:
Customer Satisfaction Scores remained flat at 75% due to delayed responses, inconsistent resolution times, and dissatisfaction with rigid refund and buyer protection policies.
A premium global marketplace for art, fashion, and collectibles was falling short on customer experience, response delays averaged 35.3 hours, resolution took over 10 days, and CSAT stagnated at 75%, undermining its luxury brand promise.
Lumina Datamatics transformed the support function into a customer-first model through 24/7 coverage, intelligent query routing, automation, and extensive agent training. This overhaul reduced first response time to 4 hours, halved resolution time, and boosted CSAT to 87%. The result was a faster, more reliable, and brand-aligned service experience that enhanced trust, loyalty, and operational efficiency without compromising quality.
The primary goal was to transform the client’s email customer support vertical into a more agile, efficient, and customer-centric function. This included reducing operational costs, improving first response and resolution times, and enhancing overall customer satisfaction. The client also sought to scale its support operations while maintaining high service quality and better aligning with the brand’s premium positioning.
