A Brief on How IBT Elevated CXs for eCommerce
Challenge:
An e-commerce giant in the GCC was struggling to keep up with a surge in customer inquiries during flash sales and seasonal campaigns. Response delays across live chat, email and phone channels led to cart abandonment and poor feedback scores.
Solution:
IBT built a dedicated omni-channel support team covering chat, voice, email and WhatsApp. We integrated AI chatbots to handle FAQs and order tracking while reserving complex cases for human escalation.
Dynamic scheduling ensured full coverage during promotional peaks and our customer satisfaction monitoring helped identify and fix friction points.
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Summary Results
- Live response time improved by 60%.
- Average resolution time dropped from 8 minutes to 2.5 minutes.
- Customer satisfaction reached 4.8/5 across all channels.
With IBT’s support, the client turned customer care into a competitive advantage and strengthened loyalty in an extremely price-sensitive market.
