Overview

House of Rohl, a leader in luxury kitchen and bath fixtures, is committed to providing exceptional customer support. To enhance their service experience, they leverage IrisCX, an advanced remote support platform, enabling real-time product assistance. By using IrisCX, House of Rohl accelerates issue resolution, and improves customer satisfaction.

Challenge

Providing product support over the phone presented challenges for both customers and House of Rohl’s support team. Without visual context, identifying the product and diagnosing issues was more difficult, often leading to longer resolution times. This impacted the customer experience, which had a ripple effect on customer satisfaction scores and overall service efficiency.

Solution with IrisCX

House of Rohl improved its customer support with IrisCX:

1. Instant SMS Connection – Customers join a video call via a simple SMS link, no need for apps or downloads, just quick, hassle-free support.
2. Easy Product Identification & Resolution High-definition video and AI help agents quickly identify hardware, diagnose issues, and provide timely solutions.
3. Video Playback & Secure Sharing – Recorded sessions, screenshots, and notes support issue triage, quality assurance, and continuous improvement.
4. Analytics & Reporting – Real-time data helps House of Rohl monitor performance and optimize support delivery.

Impact

By leveraging IrisCX, House of Rohl has transformed its customer support experience, achieving faster resolutions and higher customer satisfaction.

• 3,000+ Remote Support Calls – Streamlined assistance is easy to scale.
• 73% First Contact Resolution – Most issues are resolved on the first call, reducing follow-ups.
• Under 7-Minute Video Handle Time – Quick and efficient troubleshooting for a seamless customer experience.
• Outstanding Customer Satisfaction – A 9.8 CSAT score and 96 NPS reflect the exceptional service and customer loyalty.

House of Rohl’s Customer Perspective

One House of Rohl customer shared “Incredible customer service and video interface! I’ve never experienced support at this level; I would give 100 stars if I could! So professional! Thank you!” – Natalie H.

Conclusion

By integrating IrisCX, House of Rohl has improved its customer support, making product identification and issue resolution faster, easier, and more efficient. With high first-contact resolution, reduced handle times, and outstanding customer satisfaction scores, the company has set a new standard for remote product support. As they continue leveraging IrisCX’s capabilities, House of Rohl remains committed to delivering a seamless, high-quality support experience.