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Social Commerce Puts Online Retailer Kiddicare at the Top of the Industry

Kiddicare logoOnline baby retailer Kiddicare swapped out their customer service FAQs for a Get Satisfaction customer community with flavor cryrstals (plus, integration with their Facebook page) and increased their first call resolution by 38%:

Over 2,700 customers joined the community in the first 8 weeks, quickly posting questions, reporting problems, and responding to fellow customers openly and honestly. Currently, over one-third of Kiddicare employees join in daily to answer questions and handle issues as needed. “This kind of community-powered support has allowed us to reduce the 800 customer communications we receive each day by 30%. At the same time, the first-call resolution rate for our call center went from 60% to 98%,” states Kiddicare CEO Scott Weavers-Wright.

Here’s the full press release (download it here):

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