Good service, but no long-term system behind it
After the successful website redesign and support audit, the Latvian retailer continued its partnership with Digict. The audit had revealed inconsistent communication processes, limited self-service resources and the absence of a long-term support strategy.
To sustain the company's rapid growth, Digict was engaged to design and implement a comprehensive customer support strategy focused on scalability, service quality and customer satisfaction.
From reactive tickets to a repeatable framework
Building on the insights from the previous phase, Digict designed a future-oriented support framework with clear goals, standards and automation — aligned to the retailer's growth plans.
Benchmark & goals
Analysing performance metrics and historical feedback to define support goals, KPIs and performance benchmarks.
Multi-channel strategy
Developing a multi-channel strategy with standardised communication guidelines and clear service procedures.
Process & automation
Optimising ticket management, building escalation workflows and introducing automation for repetitive inquiries.
Enablement & monitoring
Expanding self-service, creating training materials and implementing performance monitoring and reporting.
Key Steps Delivered
A structured programme delivered end to end:
- Analysing support performance metrics and historical feedback
- Identifying key customer expectations and improvement areas
- Defining support goals, KPIs and performance benchmarks
- Developing a multi-channel customer support strategy
- Establishing standardised communication guidelines
- Creating escalation workflows for complex requests
- Optimising ticket management and case handling
- Expanding self-service via knowledge base improvements
- Introducing automation for repetitive support inquiries
- Staff training materials and performance monitoring
Support became a driver of loyalty
The strategy delivered substantial improvements in both customer experience and internal efficiency.
Service quality metrics
- More consistent communication across all support channels
- Improved response and resolution times
- Higher first-contact resolution rates
- Increased customer satisfaction and positive feedback
- Reduced agent workload through process optimisation & automation
- Enhanced employee productivity and service quality
- Better visibility into performance via KPI tracking
- Improved scalability for future growth and seasonal peaks
Average response time
Where time was saved
Digict turned our support from something we constantly firefought into a genuine competitive advantage. It now scales with us instead of holding us back.