The Workplace Depot is the UK’s leading supplier of industrial tools and warehouse equipment.
They wanted to make their customer service 24/7 as they had no evening, night or weekend teams in place to ensure customers could get their questions answered in real time about items they wanted to buy.
As a result they turned to CloudTask, who offer 24/7 customer success teams specializing in increasing customer satisfaction, retention and revenue.
Quickly trained and on boarded a team of customer service and inbound sales experts for out of office hours.
Answered incoming customer queries using a combination of calls, emails, social channels and chat, to ensure customers received answers to their queries in real time and were able to buy what they needed on the Workplace Depot’s e-commerce site.
Are trained in key sales skills to take advantage of up-sell opportunities.
4 X Customer
Results in First Year
Increased customer satisfaction by 14%
Generated $383,000 in revenue thanks to out of hours coverage
This included $95,000 of upsells to products that customers had not initially inquired about