{"id":162086,"date":"2024-03-28T12:30:50","date_gmt":"2024-03-28T12:30:50","guid":{"rendered":"https:\/\/www.igtsolutions.com\/?page_id=162086"},"modified":"2024-04-10T07:57:57","modified_gmt":"2024-04-10T07:57:57","slug":"major-rug-manufacturer-achieves-improved-nps-and-c-sat","status":"publish","type":"page","link":"https:\/\/www.igtsolutions.com\/thought-leadership\/case-studies\/major-rug-manufacturer-achieves-improved-nps-and-c-sat\/","title":{"rendered":"Major Rug Manufacturer Achieves 135% Increase in NPS and 38% Increase in CSAT with IGT\u2019s End-to-End Next-Gen Customer Experience Services"},"content":{"rendered":"
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Major Rug Manufacturer Achieves 135% Increase in NPS and 38% Increase in CSAT with IGT\u2019s End-to-End Next-Gen Customer Experience Services<\/h1><\/div><\/div><\/div>
CASE STUDIES<\/span><\/div><\/div><\/a><\/div><\/div><\/div><\/div>
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Learn how IGT Solutions addressed the challenges of a leading rug manufacturer by focusing on SLA compliance and reducing abandoned calls. Subsequently, the focus shifted to driving sales growth and enhancing customer experience. The client experienced significant improvements in NPS, C-SAT, sales, and first contact resolution.<\/span><\/div>

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About the Client<\/h1>\nMajor rug manufacturer and distribution brand known for its contemporary designs at affordable prices. Inspired by art and tradition, this US-based manufacturer sells through various channels for homes and businesses. <\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

Business Challenge<\/h1>\n

Minimizing customer wait times and enhancing customer experience were top concerns for the client. With increased channels and touchpoints, the clients needed help to deliver a consistent and seamless customer experience.<\/p>\n\n