Agile CX for eCommerce — Scalable, Flexible, Ready When Needed
Find out in our case study how an ecommerce customer easily masters peak periods such as Black Friday,
Christmas or even sudden spikes with yoummday.
The Client
Industry: Food
Number of Agents: 20
Services: Inbound First-Level Support in German, responding to reviews on Trustpilot, and approving product reviews
Channels: E-Mail, Chat
Product: Managed Services
Start date: July 2023
The Challenge
The client utilizes social commerce and regularly promotes new campaigns or products through influencers, leading to occasional weekly peaks. Additionally, there are seasonal peak periods like Black Week, where inquiries can increase by 50% to 100% compared to normal weekdays. Another challenge includes unforeseen peaks caused by external circumstances such as internal process changes.
The Solution
- Our client uses systems like Zendesk and Shopify. Yoummday talents connect via single sign-on to the yoummday platform and access the client’s systems through a VPN.
- Currently, about 20 yoummday talents are involved in the project, each committing to at least 20 hours per week. Peak periods are covered by the same talents by being available for additional hours. This way, there is no need to constantly train new talents, and the quality remains consistent even with increasing inquiries.
Why yoummday?
- The client needed a flexible partner who could handle the above-mentioned peak periods and cover off-hours such as weekends. With its existing call center partner, such requirements are only feasible with very long lead times and enormous bureaucratic effort (e.g., through contract negotiations or extra fees for shifts outside core hours). With yoummday’s freelancer model, the client simply communicates how many talents are needed and when, and yoummday quickly implements the requirements without additional costs.
- The client was convinced by yoummday’s speed, flexibility, and price-performance ratio. They provide a rough weekly forecast that is easily implemented. With other providers, forecasts must be submitted months in advance, and spontaneous scaling is not possible. By using yoummday’s Managed Service, the client outsources classic tasks such as recruitment, training, shift planning, and quality management to yoummday’s experienced operations team and only needs to manage the forecast.
Results
The client is a market leader in the e-commerce industry in the DACH region, selling products through its online shop and through partners in brick-and-mortar retail.