Shopify: order_id, product_sku, CLTV
Gorgias: Support text, issue tag , resolution_tag, Support Agent ID,
Using OmniPanel to track the outcomes of support cases, we see that one of our CX agents - Greg - convinced customers to exchange their order for a different one for most of his cases. Greg's process was talking through the customer's expectations, learning how their current product failed to meet expectations, and offering products he thought aligned with what the customer wanted. While his performance did not stand out based on metrics like First Agent response time or amount of cases resolved, his ability to retain customers turned out to save the company a lot of money. Looking at Greg's handled cases, many customers were satisfied with the exchanged product, and some even re-ordered more. Seeing the impact on the bottom line, you coach the rest of the CX team to take on Greg's approach.