Case Study

Increasing Sales by 38% for International Watch & Lifestyle Retailer

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Overview

A global watch and lifestyle retailer needed scalable omnichannel support to manage rising eCommerce demand while improving customer satisfaction. By deploying bilingual voice, chat, and email support alongside AI-powered analytics and quality automation, ContactPoint 360 improved customer experience, accelerated issue resolution, and helped drive significant gains in both revenue and sales performance.

Key Highlights

Omnichannel CX support across voice, chat, and email channels

AI-powered analytics reduced repeat contacts and improved workflows

BeyondQA automated quality monitoring and performance insights

Digital marketing expertise enhanced website visibility and engagement

Nearshore delivery model enabled scalable operations and cost efficiency

Challenges

High average handle time created long waits and customer frustration

Low NPS and declining CSAT due to slow response times

Order status and shipment communication gaps reduced customer trust

Legacy infrastructure lacked scalable WFM, QA, and reporting frameworks

Need for scalable nearshore support model to support growth

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Result That We Provided

The implementation of our solution resulted in significant improvements across key performance indicators:

%

increase in sales through spring promotion performance

%

increase in revenue, fueled by improved CX delivery

21-point NPS increase, reflecting stronger customer loyalty

%

improvement in CSAT, through faster, consistent service

%

reduction in average handle time

%

cost savings through nearshore operations

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