Case study1: Petroleum supplement online seller (US)

This company generates a large number of visitors to their website and get a high volume of orders as a result of their successful marketing strategies. They had customer care staff in-house, but their enquiries kept increasing and in-house team could not cope with the volume. They also had difficulty to ramp up the team, because of which they were losing several orders.

Our solution

We immediately established 24/7 customer care team. Our team exclusively consisted of customer care specialists and quickly got trained on the client's business.

Our total customer care solution consists of

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

Our difference

• Automatically adjust work-load by cross training of staff
• Technology support for implementation and maintenance of chat application
• Prepare custom queries and replies based on feedback
• Update client’s blogs & forums to spread the knowledge

Case study2: Online Retailer

Our client owns several online retail stores and each store sell a very specific product range. The products are supplied by multiple suppliers. The product suppliers use several shipping companies. Our client wanted a cost effective solution to manage the entire fulfilment process.

Our solution

We quickly set up a team of fulfilment support and customer support specialists. Our team handle the following tasks

• Fulfilment support
• Delivery confirmation
• Telephone support

As soon as our client gets an order in their online store, we categorise them under different supplier sand shippers. After categorising, 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 fulfilment support functionality.

After uploading the orders we call the customers to inform them about the delivery 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.

At the end of the day we prepare the necessary reports, call logs and customer feedback and send it back to our client. This helps them to be on top of the customer service. Our client also saves more than 50% or more and at the same time providing excellent customer service.

Case study3: Technical support

Our 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.

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, etc.

Our solution

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.

In just a week’s time, our staff were able to take on the customer queries. Currently we handle all our client’s technical support calls, 24/7. We provide

• Telephone support
• Email support

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