minted.

Case Study: minted.

CHALLENGE

Minted was an emerging brand experiencing rapid growth who wanted to ensure their service commitment to their customers was being consistently met as the company and product lines expanded.

OBJECTIVES

  • Measure response time for phone, email and chat requests from customers across all US time zones.

 

  • Measure changes to response times and customer care associate performance during pre-peak, peak and post-peak seasons.

 

  • Monitor customer care associates performance in direct interactions with minted. clients through phone, email and chat.
  • Measure associate knowledge of various product lines and customization options (wedding, art, holiday).

 

  • Ensure issue resolution conducted in a timely and thorough manner to customer’s satisfaction

 

  • Measure website performance to note errors, page issues, page response time.

APPROACH

Customer Experience Measurement:
Measure the minted. Customer Experience through phone, email and chat interactions.

 

Product Knowledge, Sales & Pricing Evaluation:
By using a full scale approach, Second To None evaluated the product knowledge of each customer service representative from pre-order to post-order, including sales, pricing, theme and order size.

Analytics and Reporting:
Custom reporting and data analytics solutions such as key drivers, Customer Experience mapping and sales linkage analysis in Second To None’s robust cloud-based console.

SOLUTION

Minted customer care center was staffed and maintained completely in-house and a program was built with Second To None to provide critical feedback to their operational teams. The feedback was used to directly influence training tactics and coach the customer care associates on interaction success online, via phone, and in chat format.

RESULTS

Minted used STN data and custom reporting as a direct coaching tool for their associates. This allowed them to provide an individual success score to each customer care associate throughout the pre-peak and peak holiday seasons when hiring of new associates is completed on a weekly basis as order volume ramps up between October through December.

The program’s data helped Minted optimize training and measure success across channels and product types so issues can be quickly identified and corrected during the busiest and most important season of the year.

  • Together we are doing important things for service excellence across our company. I have appreciated the fine work that Second To None has done, and working with many of you directly. You have a great deal of professionalism and a great company! A special thanks for your can-do, positive attitude and always getting the job done. This means so much. Keep moving forward with great vision, as you have.

    Program Director, Customer Experience & Insights

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