Leading the Market in Online Sex Toy Sales, at CX Digital we cater to all needs, no matter how unique they may be. With a significant surge in sales leading to rapid expansion of the customer service team, there arose a need for project management support within the department. To address this, we introduced our comprehensive House of CX program. 

CRM System Optimisation

We set up the CRM system, so it is crafted to enhance productivity while maintaining a user-friendly interface. Agents can efficiently handle various tasks on a single screen, such as checking orders, escalating issues to transportation services, and sending standard messages in multiple languages.

Ticket Structure

We have implemented the C1C2 ticket categorisation. The benefit of this categorisation is that it allows you to synchronise your content and reporting accordingly. Aligning everything makes tracking easier, provides a clearer understanding of required content, and emphasises the significant impact of the correct categories.

Content Strategy Alignment

All content is structured in line with the ticket system, including detailed templates for tickets, chat interactions, and FAQ articles tailored to common incoming queries.

The focus was on providing clear and practical content within a well-defined framework.

Moreover, we have enhanced the user experience by optimising the help center.

By strategically configuring contact options, we have directed traffic to channels that have the greatest positive impact on EasyToys´ key performance indicators (KPIs).

Chatbot Implementation

Due to the high volume of customer queries, EasyToys decided to introduce a chatbot. We oversaw its implementation, analysed the business case, and rigorously tested it for effectiveness. By integrating the chatbot with a comprehensive help center and utilising AI for responses, we optimised dialogues for common queries. In just a few months, the chatbot became the primary channel for addressing customer inquiries.

Interactive Dashboards

With communication spanning across the organization, we have a clear understanding of the requirements. Equipping customer service with the necessary tools ensures that the customer's feedback resonates within the company. By employing C1C2 categorisation, we successfully supplied customer service with interactive dashboards capable of highlighting concerns related to products, orders, or deliveries. This valuable data can also be utilised by other departments.