The Challenge
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Redcats USA, a leading online retailer that offers a range of consumer goods, prides itself on achieving high customer service ratings. With a limited budget and only 13 customer service agents responsible for handling all e-mail customer services inquiries across the US, the company needed a way to address huge volumes of e-mail in an efficient, cost-effective and service oriented way.
In the Customer's Words
Some in the industry take issue with the accuracy of auto-response answers. We were meticulous in the way we crafted both the content and the rules for our system, and we continually measure the results to understand what works best and make continual refinements to our processes as a result.
Emma Escalante
Customer Relations Manager, Redcats USA
The KANA approach
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Using KANA solutions Redcats ensures customer e-mails are accurately routed, escalated and resolved in a timely manner. Most customer e-mails receive an auto-response and are immediately handled. Others are sent an auto-acknowledgement and then the representative receives an auto-suggestion to review and approve or tailor before sending to the customer. This greatly cuts down on time spent researching and writing answers and increases consistency. Redcats continually monitors, tests and refines its automated answers to ensure positive experiences.
With KANA, Redcats representatives cut their average processing time from 10-15 minutes to less than three, and cut their previous average handle time of two-four business days down to an hour or two. This increase in productivity and accuracy is driving greater customer satisfaction
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