The client experienced a high volume of customer enquiries, with 262 cases, of which 192 (73%) were related to order status, refunds, and tracking. This indicated a significant demand for post-purchase support, highlighting opportunities to improve proactive communication, order updates, and self-service options.
KServe monitored enquiry trends and focused on improving the handling of post-purchase customer interactions. While order, refund, and tracking enquiries increased marginally from 192 to 194, total enquiries rose from 262 to 299. As a result, the share of these enquiries decreased from 73% to 65%, indicating a more balanced distribution of customer support needs. E-commerce feedback enquiries remained stable at 5 cases.
