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Customer Experience & Service Excellence
Retail
Customer complaints down 28% across a support desk serving around 25 million users
-28%
~25M
Customer complaints
Users served by the support desk
The challenge
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 approach
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 result
Email complaints dropped 28%, cutting turnaround time and internal friction, with teams reporting faster decisions and fewer escalations.
A top e-commerce retailer
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