Home and Security Leader Reduces Agent
Turnover 16% and Achieves 265% Higher
Refund Rate with Shelf
64%
improvement in team
throughput
throughput
16%
reduction in agent
turnover
turnover
Challenge
The company’s customer support function lacked the content governance to address issues at scale. Persistent issues led to high rates of employee turnover, further exacerbating their problems. Additionally, departmental KPIs did not meet the standards of the parent company.
Solution
They deployed Shelf to:
- Future-proof their tech stack and set a foundation for innovation and GenAI use cases.
- Establish content quality assurance process that could keep up with the pace of the business.
- Improve customer service metrics and exceed parent company standards.
Impact
Improved refund rate by 265%, increasing CLTV. Improved 8 KPIs including Time to Resolution, First Contact Resolution, and Positive Response Rate.
“Due to the highly-technical nature of our customer support issues, there was an internal perception that there was no solution in the market that could meet our needs. Shelf removed those doubts and we’re so much better because of it.”
See How Shelf Helps Accelerate Contact Center Transformations
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