Reboxed were our first client in 2021 and we still continue to work with them today.
Reboxed specialises in selling refurbished smartphones, tablets, and other tech gadgets, focusing on sustainability by reducing e-waste. They offer certified pre-owned devices that undergo a 70-point inspection, come with a 12-month warranty, and are packaged eco-consciously. Reboxed also promotes trading in old devices for cash or discounts on future purchases. Their mission is to rehome 100 million devices by 2030, making tech more affordable and environmentally friendly.
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What have we achieved?
- We improved their TrustPilot score from 3.7 to an impressive 4.8.
- We boosted their NPS from -7 to a remarkable +69.
- Improved their CSAT score from 37% to an outstanding 90%.
- Simultaneously, we drastically reduced open tickets from 300 to a mere 20.
- With an average resolution time slashed from 5 days to a comforting 24 hours.
- All while the company continued its upward trajectory of growth and increased revenue.
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How did we acheived it?
- We identifed pain points and resolved them.
- Built a self-help and knowledge base for customers to self-serve.
- Created and launched customer surveys to gather customer insight.
- Delivered monthly, weekly and daily reports in order to react quickly.
- Integrated a better CRM system.
- Recruited, trained, built and developed a strong CX team.
- Streamlined and simplified internal processes
- Provided our plug in customer support agents for peak periods.
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The solutions we provided
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