$310K
Online Savings
$260k
Chat/Mobile/SMS Savings
$230k
IVR Enhancement Savings
Overview
A leading outdoor cooking brand—known for pioneering some of the first modern grills and continuously shaping industry standards—faced growing challenges in maintaining a seamless customer experience. As their market share expanded, seasonal call volume surged, particularly during peak summer months. Their outsourced customer service team struggled to keep pace, resulting in long hold times and missed opportunities to improve customer satisfaction.
To support continued growth and enhance the customer experience around warranties, parts, recalls, and general inquiries, the company sought to reduce call volume by expanding self-service options. They partnered with Insite to identify where and how to strengthen their digital and automation capabilities to deliver faster, more efficient support.
Challenges
The company relied on an outsourced partner to manage customer service inquiries related to warranties, parts, recalls, and general information. However, during peak grilling season (June through August), call volumes spiked significantly as market share increased. To maintain service quality while continuing to grow, the company needed to reduce reliance on live agents and improve self-help capabilities that could effectively deflect calls during high-demand periods.
“I have never worked with any other company that provides this high level of service. Insite is the absolute BEST, and I will always recommend their services!”
- Amy V. | VP Operational Excellence at Gateway Services
Solutions
Insite conducted a comprehensive operational assessment to uncover the greatest opportunities for enhancing customer self-service. Our team took a data-driven and hands-on approach, examining 18 critical areas across the business to understand how customers were engaging with support channels and where friction existed.
Each area was assessed and scored using a red, yellow, and green rating system to clearly prioritize the most impactful improvements. To ensure a complete picture, we gathered insights through multiple methods, including:
- Listening to customer calls to identify recurring issues and missed self-service opportunities
- Analyzing operational data to pinpoint bottlenecks and patterns in contact volume
- Conducting on-site interviews with teams across departments to understand current workflows and pain points
- Observing technology usage to evaluate system effectiveness and identify underutilized tools
This holistic assessment provided the foundation for a targeted self-help strategy designed to reduce inbound volume, improve resolution rates, and enhance the overall customer experience.
Results
Using these findings, Insite developed targeted recommendations and actionable solutions to enhance self-service performance across all support channels.
We helped the client:
Strengthen online account management by capturing additional customer information during account creation, enabling auto-fill, standardizing authorization processes, and expanding online management capabilities
Enhance chat functionality through the implementation of virtual agents—resulting in improved resolution rates and higher customer satisfaction (CSAT)
Leverage SMS messaging to provide real-time updates on shipping, order confirmations, and stock availability
Expand IVR self-service options to include tracking and order management features, supported by more robust data capture for improved automation
Conclusion
By partnering with Insite, the large grill manufacturer successfully achieved its goal of enhancing the customer experience while driving significant contact center savings. These initiatives were a direct response to a substantial rise in call volume during the busy season and the need for effective self-service technology.
The newly implemented solutions not only increased customer convenience and efficiency but also reduced inbound call dependency during peak season. This transformation empowered the company to sustain its rapid growth trajectory while simultaneously elevating the quality of the customer experience.
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