Boosting Customer Satisfaction with Ocean Clicks'
Full-Cycle E-Commerce Support for Sorrentina
Client
Sorrentina, a rapidly expanding food-ordering e-commerce platform with an authentic Italian restaurant at its core, located in Mumbai.
Challenge
In a bustling culinary landscape, Sorrentina aspired to deliver more than just delicious Italian cuisine - they wanted a customer experience that was as flawless as their Carbonara. Their challenge was to ensure a seamless customer journey, from website browsing and menu navigation, to order placement and prompt delivery, culminating in efficient post-delivery support.
Their targets included
Efficient Order Tracking and Reduced Complaints
Increased Sales and Customer Retention
Building a Loyal Customer Base
Reduced Operational Costs
Enhanced Customer Experience
Seamless communication between Kitchen and Delivery Partners
Robust CRM for Data Security and Customer History Management
Our Solution
As a complete operational contact center, Ocean Clicks provides all necessary resources, tools, and services to allow Sorrentina could address their challenges effectively and focus on core business of delivering high-quality food, while we handle their customer-centric services.
24/7 Multi-Channel Support with Dialer/Telephony
We provided round-the-clock support via phone, email, and chat to address any customer queries, ensuring prompt response times and building brand trust.
Flawless Order Tracking and Communication
Efficient handling of platforms like Shopify and various delivery/logistics platforms enabled us to track each order, communicate special requests to the kitchen team, and manage deliveries to meet customer expectations.
Robust CRM for Data Security and Efficiency
Our CRM system not only ensured data security but also facilitated traffic driving campaigns, detailed analytics, and comprehensive customer interaction history.
Operational Cost Efficiency
Our proactive approach to Cash On Delivery and Non-Delivered Returns calls minimized failed delivery attempts, saving on operational costs.
Strategic Outbound Activities
Our ‘abandoned cart’ and ‘feedback’ calling strategies, coupled with 'cohort calling', drove sales, reduce complaints, helped refine services, and fostered customer loyalty.
Result
Through a strategic partnership with Ocean Clicks, Sorrentina saw
A 91% Customer Happiness Rating Online
A 12% Increase in Sales
A whopping 57% Reduction in Complaints
15% Reduction in Operational Costs
A well-implemented CRM platform for effective pre-sales and post-sales activities
Conclusion
Ocean Clicks' collaboration with Sorrentina epitomizes how strategic customer support can catapult an e-commerce food delivery brand to new heights of success. The integration of 24/7 support, strategic activities, cost-saving measures, and a robust CRM platform had significant effects: enhanced customer experience, increased sales, reduced complaints, and lowered operational costs.
This case study underlines the transformative potential of expert customer support in the e-commerce food delivery industry, and establishes Ocean Clicks as a perfect partner to optimize customer experience, stimulate growth, and increase operational efficiency. Let us help you turn your customer service from a simple necessity into a powerful differentiator that leaves a lasting impression on your customers.