Customer Story

Challenges

The company faced a growing operational challenge as customer support volumes surged alongside business growth:

• Inconsistent customer satisfaction performance: CSAT and NPS scores varied widely across teams, with no unified system to reward or reinforce high customer satisfaction behavior.
• Low first-contact resolution (FCR): Agents lacked motivation to resolve issues in one interaction, leading to repeat tickets, higher workloads, and increased operational cost.
• Response-time delays across high-volume queues: SLA adherence dropped during peak hours, especially in chat and email channels, resulting in slower responses and customer frustration.
• Revenue potential was underutilized: Support agents often identified upsell or cross-sell opportunities but received no structured incentives to act on them.
• Limited appreciation and peer recognition: Support teams worked in high-stress environments with minimal visibility into their contributions, reducing morale and increasing burnout risk.
• Training completion and skill development remained low: Agents delayed product training and certification programs, impacting service accuracy and escalation rates.

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Personas involved

• Support Representatives: Phone, email, chat agents

• Senior Support Specialists: Escalation teams, complex-case handlers

• Customer Success Managers: Managing VIP and subscription customers

• Quality Analysts: Monitoring accuracy, compliance, and call quality

• Workforce & Performance Managers: Overseeing SLA adherence and KPIs

• L&D Teams: Driving training, certifications, and product readiness

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Solution

The company implemented a comprehensive support engagement, recognition, and incentive program powered by Xoxoday Empuls’ unified recognition engine, AI-driven nudges, automated workflows, and behavioral insights. This program was built to create a culture of recognition, reinforce high-quality service standards, and motivate support agents through both monetary and non-monetary appreciation.

• CSAT & NPS Bonuses: Agents maintaining high customer satisfaction scores and contributing positively to NPS earned performance-based bonuses tied directly to customer experience goals.
• First-Contact Resolution Awards: A recognition track was created for agents who resolved issues on first contact, reinforced through automated insights and manager nudges that spotlighted strong problem-solving behaviors. Smart nudges helped managers appreciate achievements in real time  
• Response Time Recognition: Speed-based incentives rewarded teams that consistently met response-time SLAs. Dashboards highlighted real-time progress for managers, enabling quick visibility into performance across shifts.
• Upsell & Cross-Sell Incentives: Agents received revenue-linked incentives for identifying and converting upsell/cross-sell opportunities discovered during support interactions, supported by clear reporting dashboards.
• Peer-to-Peer Recognition: A social recognition layer allowed agents to appreciate colleagues for knowledge sharing, collaboration, and exceptional service moments. Peer cheer features and recognition feeds strengthened team morale and belonging (spot recognition, social intranet, and peer awards)  
• Training & Certification Rewards: Gamified learning incentives encouraged agents to complete product training, skill certifications, and platform courses. AI-enabled award creation and milestone celebrations made recognition consistent and visible across the organization  

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Impact

The engagement-led support transformation delivered measurable impact across all customer experience KPIs:

• 36% improvement in CSAT scores across voice, chat, and email ‍
• 29% increase in first-contact resolution rates ‍
• 41% uplift in SLA-based response-time adherence ‍
• 3.3× boost in upsell/cross-sell conversions through support channels ‍
• 62% rise in peer recognition activity across distributed teams ‍
• 48% improvement in training & certification completion rates

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Conclusion

By adopting a structured, AI-powered engagement and recognition program tailored for support teams, the eCommerce company transformed its service culture. The combination of performance incentives, peer appreciation, real-time insights, and training-based rewards led to stronger morale, better customer interactions, and higher operational efficiency.

As a result, the brand strengthened customer trust, reduced service friction, and created a support organization ready to deliver exceptional experiences at scale across the United States.