Remediation Options
2022-2024
The objective
Improve customer experience and reduce contacts by empowering the customers to self remediate
Spark Shopping + Delivery is a premium grocery delivery service and customers have high expectations. Right now we don't have any kind of customer or agent controls to remediate the experience incase of delays or driver returns.
The problem
Customers experience delays on 4.6% of orders and driver returns on 1.3% of orders.
As a result of the lack of remediation options, when these things when go wrong, we see a higher CPO on these orders at 17% and 35% respectively.
The solution
Provide customers with options to self remediate the experience incase of delays or driver returns.
Self serve remediation options will help improve customer experience and reduce contacts (& cancellations) by empowering the customers to self remediate and provided consistent order management across all channels.
