Case Study: Customer Service Platform Lifts ideeli's Conversion Rate

PROBLEM: ideeli, an online flash-sale retailer of apparel, accessories, shoes, and home and travel items, needed to scale its customer relationship management (CRM) system to meet the needs of its rapidly growing business.

SOLUTION: Implemented a third-party provider’s CRM system.

RESULTS: Since going live with its new CRM in May 2010, ideeli has lowered its live chat response time to an average of 15 seconds, decreased its customer service abandonment rate to under 2 percent and increased its first contact resolution rate for emailed customer service questions to nearly 85 percent. These improvements have led to an increase in conversion rate among members seeking customer service help.