In modern ecommerce, customer support is no longer a cost center—it's a primary revenue driver. But only if it's integrated correctly.
The Disconnect
The client had completely siloed their support and sales teams. When a customer had a question pre-purchase, they were routed to a support team that was incentivized purely on resolution time, not conversion.
The Unconventional Fix
We tore down the wall. We implemented an omnichannel strategy where support agents were trained in consultative selling and had immediate access to customer cart data.
Key Takeaway
By turning support queries into consultative conversations, the brand recovered nearly a fifth of their previously abandoned carts.