Success story 1

Customer support for petroleum supplement seller

This online seller generated a large number of visitors to their website and gets a high volume of orders as a result of their successful marketing strategies. The seller had an in-house customer care team but could not cope up with the volume of enquiries. They wanted to ramp up the team numbers but could not do it quickly and they were losing orders.

Integra's solution for the problem

We quickly assembled a team exclusively for the seller working 24/7. The of customer care specialists rose to the situation and quickly trained in all aspects of the client's business.

What tasks did Integra's team manage for the client?

  • Order processing
  • Website live chat
  • Email ticket support
  • Telephone support

The processed orders were required to be completed within 24 hours of payment. Our team sort out, arranged all orders in the client's required format and sent it to the central warehouse, also ensuring that all of it were shipped on time. Any incomplete or partially completed orders were handled well by assisting customers through calls and email. Hundreds of live chat enquires; email replies for large number of tickets were generated with ease. In the midst of all these, our team was always focused on converting a disgruntled customer into a loyal fan.

Within 4 weeks of the first discussion all aspects of customer service were taken up by us and till date we continue to effective manage their customer support.

What are the highlights of this customer care job?

  • Automatically adjusted work-load by cross training of staff
  • Free technical help for implementation and maintenance of chat application
  • Prepared custom queries and replies based on feedback
  • Updated and managed the seller's blogs and forums to spread the knowledge

We work with this online seller very closely and offer all our expertise. Their focus now is entirely on their marketing strategies to get more qualified visitors. They are aware that Integra will manage everything in terms of customer care. Their business is highly successful and they are happy to have chosen Integra as their outsourced customer care partner.




Success story 2

Managed delivery scheduling for online retailer

This company owns several online retail stores and each store sells only a specific product range which are being supplied by multiple suppliers. The product suppliers use several shipping companies. The client wanted a cost effective solution to handle an important part of their fulfillment process.

What tasks do Integra handle for the client?

Integra quickly set up a team of fulfillment support specialists. The exclusive team handles the following tasks

  • Delivery scheduling and confirmation with the buyer
  • Handle ad hoc changes to fulfillment process
  • Telephone customer support

How does the process work?

As soon as the company gets an order in their online store, our team categorizes them under different suppliers and shippers. After categorizing, we upload the orders to the correct shipper based on the delivery address. Uploading of the orders has to be completed before 1.00PM everyday to ensure next day delivery. We handle the entire fulfillment support functionality.

After uploading the orders we call the customers to inform them about the delivery schedule details. If the customer is not convenient with the delivery day we reschedule the order by contacting the respective warehouse/supplier informing them about the changes.

What benefits does the client get by using Integra?

At the end of the day we prepare the necessary reports, call logs and customer feedback and send them to our client. This helps them to be on top of the customer service. If our client had the same team working for them in-house it would have costed them atleast 50% more. Besides enjoying the cost savings, they also get to get complete control over customer support.




Success story 3

Technical support for software application

This client provides assistance for people switching Internet Service Providers (ISPs) or email accounts. The client has a small software program, which assists the users to handle the switching tasks.

What is the technical support requirement for the client?

Switching an ISP or an email account involves

  • Moving the contact list
  • Notifying all the contacts about the switch
  • Forwarding all the existing details to the new account
  • Setting up an auto forward for future
  • Closing the existing account

Our client required a team of customer support agents with technical skills to offer assistance to their customers who would be interested in performing the switch, troubleshoot any issues that the customer has while or after performing the switch.

How did Integra handle this technical support job?

We quickly assembled a team of well experienced customer support agents with excellent technical skills. We started a training program for the new team to learn the software, process and finer details of switching and troubleshooting any potential issues.

Within a week, our staff were able to take on the customer queries. Currently we handle all our client's technical support calls, 24/7. We provide this technical support both via email and also via telephone.

Our client is able to save more than 50% of their customer support costs, compared to having the same team in the US.




Success story 4

Technical support (Live chat and email ticketing)


GSM Mobile Phone Service and Maintenance Company

Customer profile

Our client provides wide range of technical services and products within the GSM field, for mobile users all over the world.

Client challenge

Our client required a team of live chat support agents to work 24/5 with pre-sales, post-sales and technical issues. Pre-sales required good sales skills and post sales required good customer handling skills. In addition they also needed technical staff to offer assistance to their customers who would be seeking help on mobile phone issues, troubleshooting, generating unlock codes and solve any ad-hoc issues.

Our solution

A team of experienced live chat support agents were put together to support the client in the following areas

  • Pre-sales support
  • Post sales support
  • Order management
  • Troubleshooting
  • Handle technical issues

Our team quickly took on all these responsibilities. The client was so impressed that within a couple of months of going live, they requested our team to handle ticketing support as well. Our team is currently handling an average of 20,000-25,000 chats and about 8000 support tickets per month.

Our customer's business is highly successful and they are happy to have chosen Integra as their outsourcing partner.




Success story 5

Technical support (Phone and email support)


Business social networking company

Customer profile

Our client is the largest business social networking company in the world.

Client challenge

The challenge is to provide technical support 24/7/365. The technical support involved troubleshooting issues around ISP switch software, email accounts and related issues. The technical support functions include

  • Moving the contact list
  • Notifying all the contacts about the switch
  • Forwarding all the existing details to the new account
  • Setting up an auto forward for future
  • Closing the existing account
  • Troubleshooting ad hoc issues

Our client required a team of technical support agents to handle all the above.

Our solution

We quickly assembled a team of well experienced technical support agents. We started a training program for the new team to learn the software, understand fine details required in switching and to troubleshoot all the related issues. Currently we handle technical support 24/7/365.

Our client is able to save more than 40% of their customer support costs, compared to having a similar team in the USA. Client is very happy with our service and has been with us for several years.




Success story 6

Technical support (Phone and remote assistance)


Defragmentation Software Company

Customer profile

Our client is a leader in defragmentation and PC performance enhancement software and has been a leader in this area for 30 years and has 25,000+ business customers.

Client challenge

Our client has developed various defragmentation products and performance utilities that improve computer hard drive and server performance. They required a team of technical support agents to provide 24/7/365 customer support (via phone and remote assistance) to their customers who had issues in

  • Installing their software products
  • Operating the software
  • Activation and subscription related issues
  • Troubleshooting errors while running the software
  • Technical issues related to computer
  • Technical issues related to their software

Our solution

We assembled a team of experienced technical support agents with several years of experience in troubleshooting computer issues. Our team was trained on our client's software products. We currently service customers over the phone and through remote assistance 24/7/365. In addition to the software related issues our team also handles issues such as

  • Troubleshoot performance issues
  • Registry cleanup
  • Adware/Malware removal
  • Virus removal
  • Network issues
  • Configuring windows
  • Removal of unnecessary processes running in the background
  • Removal of processes that clogs PC startup
  • Removal of cookies and temporary files
  • And other PC related issues

Our client is able to focus all their efforts on product development rather than customer support. Client is delighted with our service and has been with us for several years.

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