One Kings Lane accelerates resolution time 320% with Shipped AI in weeks
Luxury retailer opts for Shipped AI rather than building their own solution
Improvement to resolution time
Customer satisfaction rate
Upsell acceptance by customers for assurance
One Kings Lane is the premier American luxury home decor retailer with over 10 million members. One Kings Lane needed to elevate their customer experience by increasing support satisfaction and speeding resolution times for their loyal customers. Rather than pursue a planned custom solution, Shipped AI provided all the features they needed with a rapid implementation cycle.
Contending with orders damaged on arrival (DOA)
Alleviating frustration from customers who expected gold-glove treatment
Dealing with vendor management on merchandise replacements
Impact to profitability
Shipped AI leveraged One Kings Lane’s existing customer data such as purchase frequency, address matching, issue frequency, and cross-merchant fraud detection to vastly improve the resolution time of delivery issues.