A luxury apparel company sought to improve customer satisfaction by understanding the nature and magnitude of shopper sentiments received on a daily basis. It also needed to devise a process for categorizing customer issues so they could be easily addressed. The company requested the Protiviti team’s guidance to complete the customer issue analysis project within its short time frame.
Protiviti’s team quickly built a proprietary AI and ML tool to analyze customer emails and Instagram chats. With the ability to identify and group concerns into categories, the tools enabled the company to identify and address root causes of persistent or common issues.
The apparel company used insights from the analysis to enhance critical processes and improve inventory planning to ensure proper delivery, reduced costs and more personalized services for its customers.
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