The White Teak’s Journey Crafting Personalized Support for Luxury Shoppers with Kapture CX
18.2%
Reduction in average turnaround time
17.1%
Reduction in average handling time (AHT)
+3%
Increase in first-time resolution rate
The White Teak Company (TWT) prides itself on prioritizing its customers in every aspect of its business. However, as the company grew, it struggled with fragmented customer data – valuable in-store customer information was scattered across spreadsheets. This fragmentation made it difficult to deliver the highly personalized experience TWT envisioned for its clientele, and it raised concerns about data privacy and security. Providing a tailored customer experience and ensuring robust data privacy without a proper platform in place became a significant challenge.
Kapture helps us understand our customers and is highly recommended for any business where customer service is involved. Kapture CX is indeed a great blessing for us.
– Rahul BhattacharyaHead of Customer Service
Challenges
TWT identified several key challenges impeding its customer experience goals:
- Impersonal Customer Experience: In-store customer data holds paramount importance for TWT’s personalized service strategy. Yet with data siloed in spreadsheets, engaging customers with personalized communications was difficult, leading to a generic customer experience instead of the tailored touch TWT wanted for its in-store shoppers.
- One-Size-Fits-All Workflows: Off-the-shelf solutions did not meet TWT’s unique needs. The company required customized workflows aligned to their enterprise processes, rather than a generic approach that would force them to adjust their operations.
- Insecure Data Practices: Without a unified customer experience platform, customer data was widely dispersed and vulnerable. The scattered data was susceptible to malicious attacks, and TWT needed to streamline and secure this data to protect customer privacy.
Solution
- Tailored Communication & Personalized CX: Kapture CX was customized to TWT’s workflow, empowering the team to send personalized notifications to in-store customers at each stage of their shopping journey. This ensures every customer interaction right from initial inquiry to post-purchase follow-up, feels bespoke and timely, enhancing the overall customer experience.
- Robust Data Consolidation: By adopting Kapture CX, TWT moved beyond clunky Excel sheets and manual data tracking. All customer data and interactions converged into a unified platform, giving TWT a transparent, 360° view of metrics and customer history. This consolidation not only improved data visibility but also enabled advanced analysis and reporting for informed, data-driven decisions.
- Impregnable Data Security: Security was a top priority. Kapture CX proved to be an ideal collaborator as it holds ISO 27001 certification and complies with HIPAA and GDPR standards. By centralizing data on a secure, certified platform, TWT greatly reduced the risk of data breaches. The platform’s robust security measures fortified customer data, alleviating concerns of potential compromises.
Results and Benefits
Implementing Kapture CX had an immediate and significant impact on The White Teak’s customer service performance metrics:
- Faster Turnaround Time: Agents can now resolve queries much faster by having the right information at the right time. The streamlined access to customer data and interaction history enabled by Kapture CX led to an 18.2% decrease in average query turnaround time, meaning customers get solutions more quickly than before.
- Lower Handling Time: Automation and AI capabilities in Kapture’s omnichannel ticketing platform took over a substantial portion of routine tasks. With many repetitive steps automated, agents handle interactions more efficiently, focusing only on complex issues. This efficiency drove a 17.1% drop in average handling time per customer inquiry, boosting the productivity of TWT’s support team.
- Improved First-Time Resolution: Equipped with a comprehensive knowledge base and AI guidance tools, TWT’s support agents are resolving more customer issues in a single interaction. The first-time resolution rate climbed by 3 percentage points within three months, indicating that a higher share of customer queries are now fully resolved on the first contact. This not only reduces repeat contacts and workload, but also improves customer satisfaction by swiftly addressing their needs.
In addition to these quantitative benefits, The White Teak Company now delivers a more personalized and secure customer experience. Shoppers receive tailored communications throughout their journey, and management has full confidence in the privacy and integrity of customer data. The workflow customizations mean the customer service team can operate in a way that fits TWT’s business model, rather than bending to a generic system. Overall, Kapture CX has become an integral part of TWT’s customer-centric mission, enabling them to scale exceptional service as they grow.
About
Founded in 2016, The White Teak Company, is India’s one of the largest online luxury lighting and décor brandTWT operating in 14 flagship stores and 18 express outlets across India, specializing in high-end lighting, furniture, and décor. Its acquisition by Asian Paints (April 2022) amplified its commitment to customer-centric innovation.
Industry
Consumer Durables
Region
India
Website
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