CUSTOMER STORIES
66%
Increase in efficiency
98%
Customer Satisfaction
42%
Return customers in 6 weeks
50+
Tickets per day replied to
COMPANY
North America’s leading producer of ready-to-assemble (RTA) furniture
WEBSITE
https://www.sauder.com/
HEADQUARTERS
Ohio, US
INDUSTRY
Homeware
SELLING PLATFORMS
Webstore, eBay, Amazon, Walmart, Sears, newegg
SOLUTIONS
eDesk, Feedback
CUSTOMER SINCE
2020
FAVORITE FEATURES
Customer View
Insights
“For us, eDesk is a one and done customer support solution. You can answer any customer question from one screen and even employees who are not digital natives find it easy to use. We know we have a winning combination of quality service and products because almost half of our customers purchase again within six weeks.”
Brendan Toone
Direct Sales Manager, Sauder
Before adopting eDesk, Sauder, an online retailer, faced challenges with fragmented customer communication. Despite their commitment to customer service, the lack of connectivity between related support tickets posed a threat to the customer experience. Due to data privacy compliance regulations, every time a customer switched communication channels, a separate support ticket was created. This resulted in fragmented customer histories, making it difficult for Sauder to maintain their exceptional service standards.
Sauder urgently needed to find a solution that would strike a balance between data privacy and data transparency to ensure consistently smooth and personalized customer experiences.
eDesk provided Sauder with a centralized inbox that brought together customer queries from various communications. The key to overcoming Sauders challenges was eDesk’s ability to generate unique customer IDs that connect their buyer’s multichannel touchpoints to avoid repetition and save time, without compromising data privacy. This feature allowed Sauder to gain a comprehensive 360° view of each customer’s journey, from pre-sale interactions to post-sale support. With this complete understanding of customer history and preferences, Sauder’s agents were empowered to provide personalized and context-rich support, leading to higher customer satisfaction levels.
eDesk’s Insight tool played a vital role in Sauder’s customer support success. This feature provided real-time performance reporting and analytics, allowing the management team to gain real-time access to valuable insights into their support operations. With just a click of a button, Sauder could access data on key metrics like response times, ticket volumes, customer satisfaction ratings, and agent performance. These actionable insights enabled Sauder to make data-driven decisions, identify areas for improvement, and optimize their support processes to enhance customer experiences continually.
eDesk’s contribution to Sauder’s customer service performance also played a crucial role in maintaining their Center of Excellence recognition. This prestigious award is given to companies that demonstrate superior customer service performance metrics compared to their industry peers. With eDesk’s capabilities, Sauder was able to meet and exceed the standards required for this recognition.
By leveraging eDesk’s centralized inbox, 360° customer view, and insights, Sauder transformed their customer support operations, achieving impressive results. Sauder has seen a remarkable 66% increase in efficiency, with the Customer Service team now personally replies to 50+ tickets per day. With the ability to connect customer touchpoints and deliver personalized experiences, Sauder achieved an impressive 98% customer satisfaction rate. Customers appreciated the seamless communication and continuity of service provided by Sauder’s enhanced customer support system. Finally, the implementation of eDesk resulted in a significant boost in customer loyalty. With, 42% of buyers making a repeat purchase within 6 weeks, indicating their satisfaction with Sauder’s products and service.
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