Retail CX Solutions | Scalable Customer Support & Case Study Results

Quick-Turn Service

The first project occurred in the wake of the pandemic to expedite a demanding booster-vaccine schedule for COVID-19.

Customer-Card Update

The second involved operationalizing a dedicated CX team to improve the grocery store's Perks Reward Cards for customers.

Service Excellence, No Matter The Job

Working Solutions’ responsiveness in the first project was matched by efficiency and empathy in the second. In each engagement, delivering superb experiences was the goal.

The vaccination program was quick-turn, with 85 agents onboarded in a few days. First scheduled to run for a couple of weeks, it was extended to six. For the reward cards, our exceptional support led to an expanded partnership, scaling to 365 agents while serving over 45,000 customers.

For both of them, CX versatility and scalability were required, tailored to meet the grocery store's customer-specific needs.

The Challenge

Our client faced a critical undertaking when the expected demand for COVID-vaccine booster appointments loomed, potentially overwhelming its internal capacity. With insufficient internal agents to handle the influx of calls, the grocery chain risked frustrating customers and slowing down the vaccination process.

The Solution

Working Solutions came to this large grocery chain's assistance fast by operationalizing a dedicated team of agents to address the surge and help 1,000s of customers with vaccine-related needs.

These agents efficiently managed appointment scheduling, provided updates on vaccine availability in various locations, and fielded inquiries regarding administration procedures.

By leveraging its scalable workforce, Working Solutions effectively alleviated the burden on the grocery store's in-house team, ensuring continuous customer service throughout the process.

The Impact

Working Solutions made a profound impact on this grocery store's pharmacy vaccination efforts with its swift deployment of virtual agents. Their assistance significantly eased the strain on the client's own resources, enabling operational excellence.

The benefits were twofold: 1) Provided crucial updates on vaccine availability; and 2) addressed customer inquiries regarding vaccination procedures.

This collaboration not only enhanced customer satisfaction but also contributed to the broader goal of combating the pandemic by facilitating widespread access to COVID-19 vaccines.

As a Result, Client Trust and More Business

Impressed by the exceptional support shown during the vaccine program, this grocery store client returned to Working Solutions for a second project—upgrading its Perks Reward Card program.

Our client valued effectiveness and reliability in handling complex tasks and pleasing customers. The grocery chain entrusted the proven service provider once again to deliver outstanding results for its next initiative.

The Challenge

This same grocery store chain faced a significant challenge as they rolled out improvements to its Perks Reward Card program. With the transition to a new card and app, it encountered a hurdle in assisting customers, particularly seniors, in upgrading and transferring their current perks.

The task became even more daunting, compounded by the fact that many of these customers lacked access to email or technical experience.

The Solution

Working Solutions assembled a team of up to 365 professional agents to support customers throughout the Perks Card upgrade. Agents alleviated the burden on the grocery chain's internal team by helping customers through the process, addressing inquiries about the new system, facilitating card orders and providing delivery timelines.

They also guided technologically inexperienced users, ensuring they completed all of the steps. The team made certain customers didn't miss out on any perks during the transition, offering a clear path to rectify any oversights.

For more complex issues, agents promptly escalated concerns, making swift resolutions and maintaining customer satisfaction throughout the upgrade journey.

The Impact

Working Solutions made a noticeable difference for the grocery chain's Perks Reward Card program, achieving 99% productivity. Service levels measured 94%. Agents lightened the grocery chain's workload, streamlining the entire process and accelerating the changeover.

Moreover, agents made certain everyone could seamlessly switch, regardless of technical abilities.

By providing a clear path to retain missed perks and escalating complex issues, Working Solutions ensured a smooth transition, bolstering customer loyalty. The work not only updated operations but also reinforced our client's commitment to service excellence and innovation.