E-comm solution and 24/7 customer service result in 98.5% CSAT, 99% fraud prevention

A Canada-based marketplace faced the challenge of transitioning from a brick-and-mortar to a hybrid e-commerce and classifieds giant. KellyConnect delivered a custom solution successfully expanding to 200 agents and increasing the CSAT from 89% to 98.5%.

The challenge: Transition from brick-and-mortar to e-commerce and expand to 200 agents.

In 2010, KellyConnect's partnership with an online marketplace embarked on a 14-year journey to address the challenge of becoming more competitive with conventional digital platforms like Craigslist. With a modest start at a brick-and-mortar, the marketplace faced the complexities of expanding to 200 agents and diversifying its offerings—from selling furniture to becoming a hybrid e-commerce and classifieds giant.​ They needed a workforce solution partner that could navigate the transition and expand to 200 agents without compromising the quality of customer service.

The solution: Hybrid model offering 24/7 customer service.

KellyConnect took a transformative approach to elevate the platform. Implementing bilingual support, the team navigated the intricacies of the automotive industry and ensured 24/7 assistance for a 100% Canada-based support system. Recognizing the need for innovation, they embraced a hybrid model that seamlessly integrated
traditional classified ads with cutting-edge e-commerce functionalities.

The results: 99% fraud prevention and CSAT from 89% to 98.5%.

KellyConnect met the challenge head-on demonstrating their ability to navigate the ever-evolving landscape of online marketplaces, implementing innovative strategies that resonate with users and drive unparalleled success.

99% fraud prevention: Strategic approach achieved 99% freedom from fraud, safeguarding users and securing the platform against scams.

Cost Savings: Optimizing processes and implementing technology achieved significant cost savings and increased profitability.

CSAT 98.5%: KellyConnect's support team increased the customer satisfaction score from 89% to 98.5%, solidifying the marketplace as a customer delight powerhouse.