Enhanced CSAT with 24/7, zero wait, and effortless service for a British cosmetics company

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Enhanced CSAT with 24/7, zero wait, and effortless service for a British cosmetics company

About Client

A British cosmetics, skin care, and perfume company currently has a range of 1,000 products sold in about 3,000 stores, divided between those owned by the company and franchised outlets in more than 65 countries. The company had been owned by the French cosmetics company L’Oréal between 2006 and 2017.

Case Study Overview:
A British cosmetic, skincare, and perfume company faced challenges with CSAT decline, an increase in tickets to agents, and a poor adoption rate. Suneratech provided integrations with Magento, Zendesk, Easyrewardz, Clickpost, and Vinculum, empowered business user groups to resolved L1 tickets quickly through knowledge base through communities. This resulted in improved CSAT with 24/7, zero wait, effortless service, increased adoption rate, and compliance with internal and external audits.
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