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How Stoov® Unveils Customer Insights for Enhanced CX and 10% Cost Saving
40%
customers come from word-of-mouth
4.93
Customer Satisfaction
10%
cost savings
Challenge: In their quest to efficiently scale their customer service team during peak periods, Stoov® recognized the importance of tapping customer interactions for insights. However, they encountered obstacles in accessing comprehensive data.
Solution: By identifying common questions through Gorgias Ticket Fields, Stoov® addressed customer concerns through product and website improvements. They use Ticket Fields to understand what kinds of questions customers asked and which of those questions could be solved proactively, plus a variety of other improvements.