For customer service management.
For order shipping and tracking.
Easy Treezy is an eCommerce business that specializes in making the world’s first pre-lit and Pre-decorated Artificial Christmas trees.
The company had a chance to impress the sharks on Shark Tank in December 2019.
Easy Treezy needed experienced customer support agents to support them in the anticipated influx of customer inquiries during the peak season around the Christmas holidays. They were experiencing an increase in chat and email inquiries that started coming in and without dedicated customer experience agents, they were losing sales.
The solution was to get a dedicated customer experience team with great experience in handling a complete customer cycle – from pre-sale to taking care of customers after they purchase the products. The main customer communication channels were website live chat and email.
With just one customer support manual provided by the Easy Treezy team, we started with one customer experience agent. Over the period of one month, we were able to ramp up quickly to 10 agents as the Christmas season was drawing nearer.
The customer support team assigned to Easy Treezy provided chat and email support for them. Every agent was onboarded and trained extensively. They learned the ins and outs of the brand, its products, policies, and processes.
We drafted a handbook, knowledge base and cheatsheet to onboard future team members when they needed to scale. They started with 1 agent and ramped up to 10 agents by the Christmas season.
Dedicated agents also meant 100% focus and 100% dedication — no distractions.
To increase conversion rates, we implemented automated greeting messages to pop up and engage different segments of web store visitors. Once our agents were free to chat and didn’t have tickets to solve, they would override the automation and engage with customers directly, thus providing a personalized human-to-human communication.
The main goal that LTVplus agents had was to clarify any inquiries visitors had and provide a direct link to a product purchase.
Dedicated customer experience agents were managed by an assigned LTVplus Customer Success team that made sure the agents hit the desired goals of the business.
The team consisted of:
All of the agents were undergoing constant training and were coached repeatedly, to ensure the smooth launch and integration with the Easy Treezy support team.
With a dedicated customer experience team, Easy Treezy was able to increase conversion rates and generate 60% of overall revenue during this holiday season.
From my first contact with LTVplus through the onboarding process, communication, and continued support, this team has been amazing to work with. LTVplus helped our company provide excellent customer service to our potential and current customers.
Their agents are trained thoroughly on our products, procedures, and systems. Agents are ready to assist our customers on day one. I cannot recommend LTVplus enough for a business needing excellent customer experience agents.
Account Manager, Easy Treezy
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