Remote Audit for a German E-Commerce Brand
Chat & Email Mystery Test
Support tickets were dragging. Chats were going cold. Management had no visibility into how remote agents were handling written customer interactions.
We stepped in as real customers, and uncovered what was really happening on the other side of the screen.
- 12 mystery interactions via live chat and email
- Tested speed, tone, resolution, and follow-up
- Identified script overuse and inconsistent escalation
- GDPR-safe, fully anonymized reporting
Project Details
- Chat & Email Mystery Test
- E-Commerce Brand (Germany)
- Mystery Shopping – Remote Support
- 2024
What They Thought Was Working Wasn't
Support Looked Fine. Customers Felt Ignored
On the surface, everything looked okay. Tickets were marked as resolved. Emails got replies. Live chats ended politely. But behind the scenes, customer loyalty was fading. Reviews were vague but negative. Return visits were down.
There was no feedback loop, no quality control, no review process. The client didn’t know what their remote support agents were actually saying, or how they were making customers feel.
What We Found
Real Conversations. Real Problems.
Once we stepped into the customer’s shoes, the problems became clear. Agents responded slowly, especially outside business hours. Some replies sounded copy-pasted. Others were polite but missed the point. Escalations rarely happened, and no one followed up.
In some cases, customers waited 14+ hours for a reply. In others, they got a response that never addressed the question.
The Outcome
Faster Replies. Better Tone. More Loyalty.
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- 28% faster average response time across both channels
- New tone guidelines rolled out to all remote agents
- Escalation process updated and enforced
- Quarterly quality checks now part of internal policy
- Positive feedback in post-support survey responses
Client Feedback
We Finally Got to See What Our Customers Were Dealing With
If You’re Guessing, You’re Losing Customers
We’ll Find Out What Your Support Team Won’t Tell You.
Most support teams don’t lie — but they don’t always know when they’re making customers feel ignored. That’s where we come in. We’ll message your team like a real customer, log what happens, and show you what’s being said, skipped, or forgotten.
No scripts. No alerts. No sugarcoating. Just the truth — before your customers leave for good.
