About The Artment
The Artment is a prestigious ecommerce brand based in Gurugram, Haryana, specializing in luxury home decor items. They combine art and functionality to offer premium decor solutions, improving everyday living spaces with artistic flair.
With a commitment to delivering premium decor items in pristine condition, they strive to provide an artful experience that encourages everyone to explore their unique artistic style. Their collection includes a variety of items like beautiful wall art and stylish furniture, each designed to make spaces look amazing.
The Artment focuses on quality and creativity, ensuring that every customer finds something special to enhance their home decor.
Challenges faced by The Artment
The Artment faced several challenges in managing customer interactions effectively:
- For comprehensive customer support, they required 7-day availability to handle inbound call queries and chat interactions.
- To address abandoned cart leads effectively, there was a need for dedicated calling hours to follow up and increase conversion rates.
- Regular feedback calls were necessary to gather insights from various customer segments.
- Given their premium product line, they needed customer support representatives who could match the quality expectations of their clientele.
Action plan: Service, solutions and strategies by AM2PM Support
AM2PM Support offered services and customized solutions to address The Artment’s needs:
🎯 Dedicated agent for inbound customer support: AM2PM provided agents with excellent communication skills and experience in handling inbound customer queries through both calls and chats.
🎯 Shared agent for abandoned cart calls: A team of agents was assigned specific hours each day to handle abandoned cart follow-up calls, focusing on upselling and retaining customers.
🎯 Agent selection: Agents were selected based on their communication skills and ability to resonate with The Artment’s target audience. Specialized training ensures they deliver high-quality services that align with the brand’s standards.
🎯 Process continuity: Recognizing the importance of uninterrupted service delivery 7 days a week, AM2PM implemented backup plans to cover agent absences and emergencies, ensuring seamless support.
🎯 Quality assurance for abandoned cart calls: Agents handling abandoned cart calls were chosen for their experience in sales and upselling to effectively engage customers and increase conversion rates.
Significant business growth achieved by The Artment with AM2PM’s support
Since AM2PM started managing inbound calls and abandoned cart calls for The Artment, significant improvements have been achieved, leading to notable business growth. These improvements include:
✅ Inbound call connectivity improved up to 95%, up from the previous level, ensuring more customers were assisted promptly.
✅ The first response time for chats decreased to 2.5 minutes, a significant improvement from previous response times, improving customer satisfaction and engagement.
✅ Revenue from abandoned cart follow-up calls increased by 40%, with an overall conversion rate of 18% and callbacks within 24 hours.
✅ The Artment expanded their customer support availability from 6 days to 7 days a week, matching customer needs more comprehensively.
✅ By opting for a flexible support plan and dedicated calling hours, The Artment saved 40% on salary costs, optimizing resource allocation.
Expand your customer base and generate more leads with AM2PM Support
Acquiring more leads from your existing customer base and maintaining steady revenue can be challenging. At AM2PM Support, we specialize in overcoming these challenges with our proven outsourcing solutions.
With over 3 years of experience in Customer Service and Sales Solutions, we have successfully delivered outsourcing services to over 150 startups across various industries, with a strong emphasis on E-Commerce.
In the E-Commerce sector, we offer comprehensive managed solutions customized to meet specific needs, including abandoned cart calling, COD confirmation, customer support handling via call and chat, feedback calling, NDR (Non-Delivery Report) calling, RTO (Return to Origin) re-confirmations, and more.
One of our key advantages is flexibility. We accommodate varying service needs without imposing minimum agent requirements. Outbound services can be initiated on an hourly basis, while inbound services can begin with just one agent.
Ready to boost your revenue and grow your business? Discover how AM2PM Support can help. Schedule a free consultation today.
