The Channel Black team decided to hold

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Master sales by applying the above examples right now! Able, a women's clothing platform that has emerged like a comet in the fashion industry, exceeding 300 million won in monthly sales in just 100 days of beta service ! Avery is a service that introduces seller popularity rankings, number of preferred customers (followers), product reviews, etc. into the app, and enables payment, delivery, and exchange/refund in one stop, just like the Instagram market where communication is a medium that leads to sales. no see. Sellers praised the ease of shopping mall management, and consumers praised the fact that they could receive free shipping and systematic customer service. Since its launch in March 2018, it has continued to grow steadily every month, and now the monthly transaction amount reaches 20 billion won, and it is expected to easily achieve 300 billion won in annual transaction volume next year.


Amidst the incredible growth, the operations department in charge of CS was in a happy state of distress. As the service received Cambodia Phone Number Data more love from customers, customer inquiries also soared. The biggest challenge was last September, during the Chuseok holiday. Due to the holiday season, the number of orders skyrocketed, but the number of working days was shortened, making it difficult for team members to resolve all inquiries even if they came to work at 7 a.m. every day and left at 12 a.m. Because we couldn't hire a large number of employees in a hurry, we sent an SOS to the Channel Black team in charge of Channel Talk's operations to improve the CS method.  a CX workshop for Avery. Before the workshop, we requested a CX self-diagnosis to accurately establish goals. As a result of self-scoring the problems, improving goals, strategies, and counseling efficiency were the most urgent for Avery. This is because KPIs were set and managed only with a focus on simple actions such as stocking rate/delivery rate/CS response rate, and only individual indicators were monitored without consideration of structural improvement. Therefore, it was decided that the workshop would focus on ‘goals and strategies’ and ‘counseling efficiency’.




Please understand that only the results are shared as it is difficult to disclose the specific preliminary diagnosis information.) 1. Operator who does CX, not CS Have you ever had a hard time because of work at work? If we say, ‘I’m having a hard time, I’m dying,’ we don’t see the essence of the problem, but only our emotions. However, organizations that focus on emotions do not receive attention from people. Don't think the company won't listen no matter how much you say, make up the numbers. This workshop was led by mentor Sehee Cheon (hereinafter referred to as ‘Bella’), an operations specialist. 15 members from Abley attended. First of all, Bella reminded us about what kind of operator she is through her career. She explained her journey of laying the foundation for McDonald's, Naver, and Woowa Brothers operations by covering not only customer inquiries but also system improvement, policy establishment, issue management, PR, marketing, and sales . This was her story of how she contributed to the business by not limiting her role to just CS, but expanding it to CX as well.