How Yankee Publishing Generates Over $3 Million in Online Sales Revenue with the Help of Dedicated Customer Experience Agents
The Story of Yankee Publishing
Yankee Publishing is an independent media company. It aims to create outstanding products that not only service its customers but also enhance communities.
Founded in 1935, Yankee Publishing now has 75 professionals spread across offices in Dublin and Manchester, New Hampshire. The company has roots that run deep in traditional print publishing—they publish Yankee, The Old Farmer’s Almanac, New Hampshire Magazine, and Family Tree Magazine.
In the last 25 years, Yankee Publishing has expanded into the digital space as well as into custom content creation for its clients.
As Yankee Publishing focused on its expansion into the digital space and creating custom content for clients, the company needed a more dependable customer service team and strategy. That way, Yankee Publishing’s customers would be provided with top-notch support.
The company wanted an experienced long-term team member who would always put the needs of their customers first and make them feel valued and happy.
In short, Yankee Publishing needed its customer service to be customer-centric. Plus, they needed someone who could handle the whole journey for their customers—from the first engagement to post-sales care.
Yankee Publishing needed a customer service agent who was experienced, highly-skilled, and well-trained. Aside from providing customer support, the agent should be able to assist in increasing sales conversions and revenue as well as improving the overall customer experience.
LTVplus initially offered Yankee the solution of one dedicated agent who could handle both email and phone support. The solution was appropriate for their volume and budget.Shortly thereafter LTVplus seamlessly added another trained agent when Yankee’s sales increased.
The LTVplus Approach
1. Dedicated agents
The plan consisted of designating the right primary and backup agents who were highly experienced and a good fit for Yankee. It was crucial that the agents could fully grasp what the customers needed. The agents underwent training and were coached to ensure a smooth launch and integration with the Yankee Publishing team.
All phone calls and emails with customers were managed via Zendesk. BigCommerce was used by the agents for order entry, refunds, and customer management. Lastly, the agents used SWIMS for order management and communicating reshipment and special requests to Yankee’s 3PL warehouse.
2. Customer Success team
The dedicated agent was managed and monitored by an assigned LTVplus Customer Success Team:
The team consisted of:
Apps our team used
Email and Phone
In a little over a year, Yankee Publishing received 14,925 customer contacts. The dedicated agent took charge and helped Yankee Publishing arrive at the following results:
Since we switched, 100% of our call center problems disappeared overnight.
Phones get answered. All messages get returned promptly. Customers are getting consistent, accurate information and help.
I genuinely appreciate LTVplus’s attentive management oversight, extensive training, talent pool, analytics, guidance, and services for growing to mid-sized businesses.
THANK YOU LTVplus!
E-Commerce Director, Yankee Publishing, Inc.
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