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A top e-commerce retailer
Customer complaints
Users served by the support desk
Email complaints dropped 28%, cutting turnaround time and internal friction, with teams reporting faster decisions and fewer escalations.
The result
An Email Pro workshop introduced a precision writing framework on GRACE, PAPER and response logic tailored to customer responses, with every participant's emails monitored and corrected.
The approach
Email responses to customers lacked clarity and purpose, with punctuation and grammar errors and one-line messages driving dissatisfaction across a 500-plus support workforce.
The challenge
~25M
-28%
Customer Experience & Service Excellence
Retail
Customer complaints down 28% across a support desk serving around 25 million users
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