{"id":159981,"date":"2023-12-20T07:10:17","date_gmt":"2023-12-20T07:10:17","guid":{"rendered":"https:\/\/www.igtsolutions.com\/?page_id=159981"},"modified":"2024-01-09T10:03:58","modified_gmt":"2024-01-09T10:03:58","slug":"improved-seller-and-b2c-experience-for-a-leading-e-commerce-marketplace","status":"publish","type":"page","link":"https:\/\/www.igtsolutions.com\/thought-leadership\/case-studies\/improved-seller-and-b2c-experience-for-a-leading-e-commerce-marketplace\/","title":{"rendered":"Improved Seller and B2C Experience for a Leading E-Commerce Marketplace"},"content":{"rendered":"
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Improved Seller and B2C Experience for a Leading E-Commerce Marketplace<\/h1><\/div><\/div><\/div>
CASE STUDIES<\/span><\/div><\/div><\/a><\/div><\/div><\/div><\/div>
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Discover how the IGT Solutions (IGT) team orchestrated a comprehensive Customer Experience (CX) strategy, significantly enhancing Customer Satisfaction (C-SAT) for the client. IGT's team redefined the operational landscape and fostered scalability and efficiency, ensuring elevated experiences for merchants and the B2C segments.<\/span><\/span><\/div>

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About the Client<\/h1>\nThe client is one of the fastest-growing and largest e-commerce platforms. Serving over a million merchants and buyers, the client is growing into different business lines related to e-commerce.<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

Business Challenges<\/h1>\n

As the client's business grew, they grappled with delivering a superior experience to merchants and consumers. Inadequate support led to slow responses, inaccurate information, and ineffective account management, impacting their ability to retain high-value merchants and satisfy end customers.<\/p>\n

Inadequate Merchant and B2C Support<\/strong><\/p>\n

High-resolution times, low satisfaction levels, and a growing backlog of unresolved cases hampered the client's ability to deliver a seamless experience to merchants and end consumers. The client's incumbent vendor didn't meet the customer-related KPIs and respond to the tickets. The challenge negatively impacted the C-SAT scores of the client and underscored the critical need for a transformative solution. Meeting key performance indicators (KPIs) related to response time and ticket closure became a significant challenge.<\/p><\/span><\/div><\/div><\/div><\/div><\/div><\/div>

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100% increase in sales conversions. Increase in conversions from 12% to 25%.<\/div><\/div><\/div><\/div>
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Business Solution <\/h1>\n

IGT Solutions partnered with the client to provide a comprehensive customer experience (CX) approach. The engagement began with a dedicated multichannel service desk handled by 12 agents, growing to a robust team of 1100 agents in less than 18 months. The team supported users across voice, email, chat, social media, and back-office. Based on the success of the service desk, the client increased the scope of services with IGT Solutions to include B2C support.<\/p>\n\n