Reducing preventable customer service cases

bol.com knew many support contacts were preventable. Finding which ones, and how to fix them, was harder.

bol.com bol.com
E-commerce

Millions of customer contacts per year, a significant share preventable. We identified the highest-potential interventions, tested each one rigorously before any rollout, and embedded the methodology into the team's workflow.

  • Significant reduction in preventable support contacts
  • A/B testing methodology embedded in team workflow
  • Improved customer experience metrics
Python A/B Testing Analytics Statistical Analysis

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