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.
