How END. built their best-performing support team
- +5%
- CSAT month on month
- 66%
- faster resolution
“It has provided us with so much invaluable information in one place, and given us so much more understanding of our team and our own performance.”
Noreen McDaid · Customer Service Manager · END.
A fashion retailer with 800 brands and thousands of daily requests gave 4 team leads a single view of performance, and improved CSAT every month.
The situation
END. started 17 years ago in a small shop on a cobbled street in Newcastle. Today it is one of the more influential fashion businesses in the world: 800+ employees, multiple UK stores, 800 brands, and hundreds to thousands of customer requests a day, handled by 24 agents and 4 team leads.
At that ratio, a team lead cannot read enough tickets to know what is really happening.
What changed
Kaizo put performance information for the whole team in one place, so team leads could see where to spend their attention instead of guessing from the tickets that happened to reach them.
The result
CSAT improved by 5% month on month and resolution time fell by 66%.
Interviewed: Noreen McDaid, Customer Service Manager, and Jessica Sinclair, Customer Service Team Leader, END.
See the same on your own conversations
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