Large Furniture E-Commerce

Large modern furniture e-commerce company adopts on-demand solution to manage seasonal volume.

Results at a Glance

  • A large modern furniture E-commerce company has transformed its customer support approach, particularly during peak seasons through a dynamic collaboration with Agents Only.
  • This collaboration highlights the effectiveness of on-demand staffing in improving operational efficiency and elevating customer satisfaction.


Agents Only Case Study: Large Furniture E-Commerce - Featured Image
Agents Only Case Study: Large Furniture E-Commerce - Featured Image

Their Challenges

A large modern furniture E-commerce company has transformed its customer support approach, particularly during peak seasons, through a dynamic collaboration with Agents Only.

This collaboration highlights the effectiveness of on-demand staffing in improving operational efficiency and elevating customer satisfaction.

Our Solution

After undergoing a digital transformation, the furniture company retained its core staff and strategically integrated work-from-home on-demand agents to handle surges especially during the Black Friday rush.

Agents Only leveraging its network of experienced customer service professionals swiftly deployed qualified gig agents to fill temporary staffing gaps. The training was self-led and virtual onboarding was seamless.

Full-time internal agents were strategically assigned to manage more complex and high-priority interactions while gig agents handled simpler first-touch interactions. This clear division of responsibilities not only enhanced operational efficiency but also contributed to a superior customer experience with low wait times and high resolution.

Agents Only Case Study: Large Furniture E-Commerce - Featured Image
Agents Only Case Study: Large Furniture E-Commerce - Featured Image

Results

The partnership between the brand and Agents Only is a game-changer not only for handling busy seasons but as a year-round backup solution. Heading into 2024, this approach is now a proven strategic part of operations being available during digital changes, unexpected customer issues, and increases in sales volume.

  • Customer Service Quality Rating: Surpassing 95%
  • Gig Agents Reliability Level: Exceeding 98%
  • Financial Benefits: 70% Savings on Hourly Rates
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Improve Performance, Eliminate Overhead

After undergoing a digital transformation, the furniture company retained its core staff and strategically integrated work-from-home, on-demand agents to handle surges, especially during the Black Friday rush.

Heading into 2024, this approach is now a proven strategic part of operations being available during digital changes, unexpected customer issues, and increases in sales volume. This ongoing success story exemplifies the power of flexible workforce solutions in modern E-commerce.

Wouldn’t you like to be our next success story?

Agents Only Case Study: Large Furniture E-Commerce - Featured Image

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