Description:

The client is one among the top ranking replacement (Original Equipment Manufactured-OEM) and good performance automobile parts providers based in US. Receiving online orders for various automobile parts is the primary feature provided for the existing and prospective customers. The client relied on an outdated technology solution with a conventional operating system. The increase in the number of Internet users necessitated an efficient system to be built to handle orders, pricing lists and other such related general enquiries.

Challenge:

Handling customer queries on a daily basis covering segments like sales, billing and technical problems pose a real challenge. Large volumes of queries need to be tackled within a reasonable time frame to ensure customer satisfaction.

Solution / Process:

The customer-friendly system offers to place orders online, check order status, provide technical assistance and communicate with customers. Orders can be placed through emails also. Decatrend's customer support team involves email support, Live Chat support and voice support. Agents provide support to issues pertaining to order cancellations, refunds, chargeback solutions, auditing, accounting, clarifications, enquiries, billing, change in parts, and shipping.

24/7 support was systemized against the old schedule of working 6 days a week ensuring conversion of traffic to business. This successful schedule increased the revenue by 30%.

Abandonment rate was considerably reduced by 70%, the reason behind it being the efficient and technically qualified agents. Regular targets are set for conversion rate and the A.O.V (Average Order Value) every month and it is ensured that the service level is maintained above 90%.