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Coffee retailer’s no good, very bad tech day saved by the Arise® Platform

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Case Study Background:

The UK division of a global coffee company boasts nearly 30 years of experience selling high-end coffee and coffee-making equipment, generating $2.2 billion of revenue in 2021. As an e-commerce retailer, this client relies heavily on chat and email customer service communication to ensure its high-end coffee-drinking customers receive world-class customer care.

Challenge

Solution

  • coffee_pods

    Challenge

    It’s a nightmare scenario for any e-commerce company when the internet fails. In fact, in a recent survey, half (50%) of all CIOs stated that their organizations lost revenue and 47% of them say an outage has negatively impacted their customer satisfaction. For this high-end coffee retailer, Sept. 1, 2022, was fraught with widespread technical outages, beginning with a day-long internet failure at one of their customer care partners’ brick-and-mortar sites. This outage caused customers’ questions to go unanswered in the morning when users of this client’s products create the largest contact volume. The technical troubles continued for this client, with their website crashing and going offline for over 90 minutes, resulting in massive call volume as this was the only source of customer care during that time.
  • coffee_pods_2

    Solution

    The Arise® Platform is a fully dispersed, secure network of Gig-CX resources capable of handling unplanned technical challenges like internet outages. There is no single point of failure in the entire system, so when the internet fails in one geographic region, Service Partners in unaffected areas can step in and ensure customer care remains uninterrupted. By utilizing the Gig-CX model, The Arise® Platform can quickly scale up to meet demand, flexing up to 200% intraday and up to 600% seasonally.

Result

The speed and adaptability of The Arise® Platform saved the day for this high-end coffee retailer. The Brand was able to immediately schedule burst capacity using The Arise Platform. Service Partners were notified of the need for emergency service and quickly joined the queue to eliminate a 90-minute wait in the chat channel caused by the second vendor’s internet outage. As soon as Service Partners efficiently resolved the chat backlog, the website crashed. With no other customer care channel besides voice available, The Arise® Platform brought in additional flex capacity to the voice queue until the site was back online in about 90 minutes.

On a normal day, The Arise® Platform handles 40% of this client’s volume, but on Sept. 1, it handled nearly 100%, flexing up to accommodate 120% of the forecasted call volume and 200% of the forecasted chat volume that day. The customer care heroics demonstrated on this day won Arise the entirety of this client’s live chat volume, making Arise the center for all direct-to-consumer interactions in the UK.

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