Like many outdoor and recreational retailers during the COVID-19 pandemic, Erik’s Bike Shop saw an influx of customer support requests and increased order volume due to people wanting to get active outdoors.
So how did a 40-year-old bike chain with locations throughout the Midwest United States deal with this surge in customer service needs?
Answer: geo-location app, which decreased its live chat interactions by 68% and decreased its overall communications per order by 44%.
Sometimes it’s the smallest detail in a customer experience that can make the most innovative strategies come alive.
