How Yankee Publishing Generates Over $3 Million in Online Sales Revenue with the Help of Dedicated Customer Experience Agents
LTVplus Case Study
0k
Customer contacts received
>$0m
Sales revenue
0h
Average resolution time
The Story of Yankee Publishing
Yankee Publishing is an independent media company. It aims to create outstanding products that not only service its customers but also enhance communities.
Founded in 1935, Yankee Publishing now has 75 professionals spread across offices in Dublin and Manchester, New Hampshire. The company has roots that run deep in traditional print publishing—they publish Yankee, The Old Farmer's Almanac, New Hampshire Magazine, and Family Tree Magazine.
In the last 25 years, Yankee Publishing has expanded into the digital space as well as into custom content creation for its clients.
The Problem
As Yankee Publishing focused on its expansion into the digital space and creating custom content for clients, the company needed a more dependable customer service team and strategy. That way, Yankee Publishing's customers would be provided with top-notch support.
The company wanted an experienced long-term team member who would always put the needs of their customers first and make them feel valued and happy.
In short, Yankee Publishing needed its customer service to be customer-centric. Plus, they needed someone who could handle the whole journey for their customers—from the first engagement to post-sales care.
The Solution
Yankee Publishing needed a customer service agent who was experienced, highly-skilled, and well-trained. Aside from providing customer support, the agent should be able to assist in increasing sales conversions and revenue as well as improving the overall customer experience.
LTVplus initially offered Yankee the solution of one dedicated agent who could handle both email and phone support. The solution was appropriate for their volume and budget. Shortly thereafter LTVplus seamlessly added another trained agent when Yankee's sales increased.
The LTVplus Approach
The solution provided by LTVplus consisted of three major parts that contributed to its success: a dedicated virtual assistant, quick turn-around time, and a customer success team.
1. Dedicated agents
The plan consisted of designating the right primary and backup agents who were highly experienced and a good fit for Yankee. It was crucial that the agents could fully grasp what the customers needed. The agents underwent training and were coached to ensure a smooth launch and integration with the Yankee Publishing team.
All phone calls and emails with customers were managed via Zendesk. BigCommerce was used by the agents for order entry, refunds, and customer management. Lastly, the agents used SWIMS for order management and communicating reshipment and special requests to Yankee's 3PL warehouse.
2. Customer Success team
The dedicated agent was managed and monitored by an assigned LTVplus Customer Success Team:
The team consisted of:
- Customer Success Manager
- Onboarding Manager
- Team Coach
- Business Analyst
- Quality Analyst
Apps our team used
Ecommerce platform
Email and phone
Order management
The Results
In a little over a year, Yankee Publishing received 14,925 customer contacts. The dedicated agent took charge and helped Yankee Publishing arrive at the following results:
- Over $3 Million in sales generated
- Average resolution time is now at 7 hrs
"Since we switched, 100% of our call center problems disappeared overnight.
Phones get answered. All messages get returned promptly. Customers are getting consistent, accurate information and help.
I genuinely appreciate LTVplus's attentive management oversight, extensive training, talent pool, analytics, guidance, and services for growing to mid-sized businesses.
THANK YOU LTVplus!"
Alan Henning — E-Commerce Director, Yankee Publishing, Inc.
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