“It was like turning off the water, we were no longer drowning in calls”
Sinnerup Customer Support after Raffles implementation
Starting down the Campaign Trail
Sinnerup led a customer loyalty Campaign, wherein customers acquired marks on their loyalty cards for future discounts. The initial start of the campaign lacked clarity, with limited information on their website. The company witnessed increased traffic to the Call Center and customer inquiries within their stores. Employees were spread thin answering a plethora of questions and often lacked time to attend to every customer, causing confusion and frustration. Additionally, Sinnerup did not have the time, nor did they see the value in creating new content for every campaign, as they are temporary. However, they still needed a quick way to answer customers' questions on their website. Ultimately, Sinnerup employees lacked the time and digital support they needed to address the campaign issues and other customer inquiries.
Rising in the Poles
Thus, they turned to Raffle to solve customer support and campaign issues. Raffle Site Search was quickly implemented within the day to solve their Campaign issue by allowing customers to search within the website for a fast solution. Once customers clicked on the search icon at the bottom left and typed, using their own words without fear of spelling or grammar mistakes, their inquiry about the Campaign, a banner appeared that answered all their questions. This function allowed Sinnerup to quickly address the campaign issue and end the excessive demand of the customer support team. Yet, the impact did not stop there as Sinnerup customers were given 24/7 customer support via the Raffle Site Search, and the Raffle Advanced Insight pointed to Content Gaps within Sinnerup.
Campaigning for Advanced Insight
Raffle gathered analytics on Sinnerup customer questions compiling questions based on their type and appropriate answer into question clusters. The Raffle software can filter searches that have misspellings or grammatical issues and produce an accurate answer. This allows customers with the same question to write the question in different ways but arrives at the same accurate solution. This advanced technology offers superior customer service to be personalized for the user and for more accurate information to be presented. Moreover, by creating a pool of all customer questions, Raffle can gather extensive customer behavior data, rank the trending questions, and see the questions that are outliers within the known question clusters. Outliers are Content Gaps wherein some questions may be answerable, yet these answers may be vague and require additional knowledge. Within Sinnerup, the company can analyze their Content Gaps where customers need more information to their questions allowing for better customer service and an improved experience. Content Gaps provide insight into the company's opportunities to grow and develop its customer value. Raffle provided Sinnerup with information on their customers, building better efficiencies within their Customer Service and opportunities to develop as a company into the future of retail.