Minted was an emerging brand experiencing rapid growth that wanted to ensure their service commitment to their customers was being consistently met as the company and their product lines expanded.
Our objective was to measure response time for all types of communications customers across all US time zones — prior to, during, and post peak season. Ensuring issue resolution was conducted to customer satisfaction was part of this process.
Customer-care associate performance, as well as knowledge of product lines and customization options, was monitored along with website performance.
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.
Our data helped Minted optimize training and measure success across channels and product types, so issues can be quickly identified and corrected during the most important season of the year.
Minted used STN data and custom reporting as a direct coaching tool for their associates, providing an individual success score to each customer-care associate throughout the pre-peak and peak holiday seasons.