# How we modernized customer support for a leading eCommerce fashion brand

Our client is a leading eCommerce fashion brand known for its stylish, fast-moving apparel collections and strong digital presence. Catering to a global...

_2025-04-30 · Retail & Supply Chain · ServiceNow_

## At a glance

Our client is a leading eCommerce fashion brand known for its stylish, fast-moving apparel collections and strong digital presence. Catering to a global audience, the brand has rapidly scaled its operations and built a loyal customer base through a seamless online shopping experience and trend-driven product offerings.

- **90%** — Faster response times
- **25%** — Enhanced customer satisfaction
- **42%** — Improved first contact resolution

## Challenges: Fragmented support and delayed responses impacting CX

The client's support teams struggled to manage the growing volume and diversity of customer queries, leading to slow responses and inconsistent service.

- **Delayed First Response Time** – Customers waited up to 2 hours for a reply, leading to a dip in satisfaction and trust.
- **Disjointed Multichannel Interactions** – Switching between email, chat, and social media platforms caused delays and messaging inconsistencies.
- **Manual Load on Agents** – High volumes of routine inquiries left little time for agents to focus on complex issues.
- **Low Tool Adoption** – Without sufficient training, agents were not leveraging available technology efficiently.

A consolidated and real-time communication platform was essential to streamline support workflows and ensure consistent customer engagement.

## Solution: A unified, real-time support ecosystem powered by Agentforce

We built a strong solution around Agentforce to unify communications, automate routine interactions, and improve team efficiency.

**Real-Time Support Enablement** We introduced real-time communication through Agentforce, enabling agents to instantly connect with customers for quicker issue resolution.

**Unified Multichannel Interface** All customer conversations, email, chat, and social media, were funneled into a centralized view, eliminating the need to switch between platforms and reducing message delays.

**Automated Query Resolution** Intelligent automation handled common inquiries, freeing agents to address more complex issues and cutting down average response times drastically.

**Role-Based Training Programs** We rolled out tailored training to improve agent proficiency with tools and ensure smooth adoption of the new workflows.

## Benefits: Rapid responses, happier customers, and smarter support

- **90% faster response times**, reducing average response from 2 hours to just 15 minutes.
- **25% enhanced in customer satisfaction**, driven by consistent, multichannel support experiences.
- **42% improvement in first contact resolution**, thanks to streamlined workflows and automation.
- **40% increase in agent productivity**, with more queries handled without expanding the team.

## Modernize your customer support with intelligent automation

Are fragmented platforms and delayed replies holding back your customer experience? Discover how our real-time automation and multichannel support solutions can help.

**Contact us today to get started.**