ShopLink Retail Group
ShopLink Retail Group
Company Overview
- Name: ShopLink Retail Group
- Headquarters: Austin, Texas, USA
- Industry: E-commerce & Retail Logistics
- Period of Engagement: March 2020 – September 2023
Scope of Engagement & Objectives
ShopLink Retail Group partnered with AxisPoint Global to handle their customer support operations during a period of rapid growth in online sales. The client required an experienced contact centre to provide real-time order tracking assistance, refund processing and product enquiry support, all while maintaining brand tone and fast response times.
Objectives included:
- Improve customer response times across email, live chat, and phone.
- Provide 24/7 coverage during sales events (Black Friday, Cyber Monday, etc.).
- Reduce customer complaints about delayed deliveries and return issues.
- Introduce a ticketing and CRM workflow to streamline communication.
What AxisPoint Global Delivered
| Service Area | Details & Metrics |
|---|---|
| Omnichannel Support | Managed customer interactions via live chat, phone, and email using Zendesk and Freshdesk CRM. |
| Order & Refund Assistance | Processed order status checks, delivery delays, refund requests, and replacements. |
| E-commerce Sales Support | Provided pre-sale assistance and upselling on product bundles and limited offers. |
| Technical Support | Helped customers troubleshoot checkout issues, coupon application, and account access. |
| Workforce & Staffing | Deployed a team of 35 agents including 3 team leads and 1 QA trainer. |
| Performance Reporting | Provided weekly SLA, average handle time (AHT), and customer satisfaction (CSAT) dashboards. |
| Training | Delivered specialized training on e-commerce customer empathy, fraud handling, and product awareness. |
| Automation Integration | Helped integrate chatbots for basic order tracking and FAQs to reduce human dependency. |
Key Results & Achievements
- Response Time: Reduced average first-response time from 3.5 hours to 22 minutes.
- Customer Satisfaction: Improved CSAT from 3.9 to 4.6 / 5.0 over 12 months.
- Refund Handling: Cut refund resolution time by 40% through optimized workflows.
- Sales Conversion: Live chat conversions rose from 8% to 13.5% for in-chat product inquiries.
- Scalability: Expanded team from 15 to 35 agents during seasonal peaks within 10 days.
- Cost Efficiency: Delivered full-service support at 28% lower operational cost than the client’s internal estimate.
Contact Center Branding
All operations were managed under the umbrella of AxisPoint Global, which functioned as the official “Customer Happiness Centre” of ShopLink Retail Group. The tone of communication, response templates and escalation processes were consistent with the client’s in-house style guide to ensure a seamless customer experience.
Summary
- Client: ShopLink Retail Group (Austin, TX)
- Role: Outsourced Contact Center Provider via AxisPoint Global
- Services Provided: Omnichannel support, order processing, live chat, CRM automation, team training
- Team Size: 15 agents + leads + QA
- Results: Improved response time, higher CSAT, faster refund resolution, and better cost control
