Enhancing Customer Experience For Kingdom Of
White With Ocean Clicks’ Full-cycle E-commerce
Customer Support
Client
Kingdom Of White, an emerging premium fashion
e-commerce brand
Challenges
Like many growing e-commerce enterprises, Kingdom of White had a clear ambition: to provide a flawless customer journey. They sought to offer personalized assistance, prompt delivery, and round-the-clock, top-tier customer support.
Goals Were Clear
Enhanced Customer Experience
Increased Sales
Improved Customer Retention
Building a Loyal, Repeat Customer Base
Reduced Operational Costs
Secure and efficient CRM system for seamless pre and post-sales activity
The question was, how to transform these goals into reality?
Our Solution
Enter Ocean Clicks. With our expertise in Full Cycle E-commerce Customer Support, we offered an integrated solution addressing each of KOW's goals.
24/7 Multi-Channel Support with Dialer/Telephony
Our round-the-clock phone, email, and chat support meant no customer query went unanswered, building trust and enhancing customer experience.
Strategic Outbound Activities
We initiated ‘abandon cart’, ‘feedback’, and ‘customer retention’ calls, actively engaging with customers at different stages of their buying journey, driving more sales, and fostering customer loyalty.
Operational Cost Reduction
: Our proactive approach to Cash on Delivery and Non-Delivered Returns calls minimized failed delivery attempts, saving on operational costs.
Robust CRM for Data Security and Efficiency
Our optional CRM provided both security and efficiency, enabling targeted marketing campaigns, providing detailed analytics, and maintaining comprehensive customer interaction history.
Result
By aligning our services with KOW's objectives, we achieved the following
Achieved a 94% Customer Happiness Rating online
Boosted sales by 23%
Retained 27% of customers
Reduced operational costs by 18%
Implemented a comprehensive CRM platform for efficient pre-sales and post-sales activities
Conclusion
Ocean Clicks’ strategic approach transformed Kingdom of White’s customer experience, driving growth while reducing costs. This case study underscores how Ocean Clicks' expert customer support can offer e-commerce brands a competitive edge. By choosing us as your partner, we can together turn your customer service from a mere requirement into a key differentiator, making your brand memorable in the market.