Page 74 - Straive e-Coffee Table Book

Applying an

Omni-Channel Lens

to Customer Service

A leading eco-friendly parcel delivery service in the United Kingdom sought to achieve
accurate and timely resolution of consumer complaints via Omni-channel support (chat, web
form, voice, email).

The client chose Straive based on the results it was producing for an existing multi-year
back-support project. Furthermore, the client was aware of similar roles performed by Straive
for several other customer service engagements. Hence, the client also wanted to seamlessly
transition a project handled by another vendor to Straive.

Straive’s solution – instituting daily quality and productivity monitoring, analysis, and reviews
along with its corresponding training glide paths – was instrumental in resolving consumer
complaints while continuously improving quality.

74 | Data Solutions | Omni-Channel Support Solution