STORY Our Client, a leading ecommerce retailer, had been struggling with customer dis-satisfaction due to shipping and promotion redemption issues. Call volumes had continued unabated and the traditional call monitoring efforts only captured the number as a broad category defect but were insufficient in truly understanding and analyzing the issue. Everyone could see it was driving costs and negatively impacting Customer Satisfaction scores (CSAT). OPSIFY CX INSIGHTS was deployed to use our 3P (People, Process, Product) analysis and get to the 5th why (root cause) of the problem. OPSIFY’s Quality Analysts looked at the data collected and conducted focus group discussions, as well as one-on-one sessions, to help determine the root cause and identify a targeted action plan. The objective

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