Channel Strategy Clears Backlog for Retail Client - SSG

Support Services Group16 Aug, 2022Business

When Covid-19 forced retail stores to close all around the country, contact volume at this fabric and craft online store increased some 400% in April, 2020. The difficult choice to shut off the phones was made rather than make customers wait more than an hour on hold. The recovery strategy was to focus on clearing the backlog of 140,000 emails until stability returned. This resulted in a sudden increase of support interactions and the need to double the size of our team. SSG was able to accommodate the numbers we needed, no questions asked! I don't know how we would have been able to handle these volumes without them. SSG Customer Support Services Outsourcing