Invisible Commerce
One Kings Lane Adds Elite CX
Invisible Commerce

One Kings Lane accelerates resolution time 320% with Shipped AI in weeks

Luxury retailer opts for Shipped AI rather than building their own solution

320%

Improvement to resolution time

100%

Customer satisfaction rate

79%

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.
Challenges
  • 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
    • Invisible Commerce
    Shipped AI elevates CX for OKL
    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.
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