Description:

The client is a US based retailer of an extensive range of security software solutions which are marketed through a number of websites. A diverse mix of marketing channels contributes to the generation of traffic on these domains. On a daily average, the sites experience about 300-500 purchases from customers worldwide. Credit cards and eChecks are common modes of payment for purchases made. This enormous volume of sales ranging in 1000s is also accompanied by a host of customers desiring support. With a global presence, the client has a customer base extending beyond 40,000.

Challenge:

Addressing customer concerns and providing apt support on issues covering segments like sales, billing and technical problems pose a real challenge, more so when this needs to be handled everyday. Handling large volumes of queries within a reasonable time frame to ensure customer satisfaction is again a Herculean task by itself.

Solution / Process:

Decatrend's support analysts made a comprehensive study on the various conditions and potentials required for providing precise solutions to customers within the stipulated time frame.

A group of experienced support agents were identified to take up the helpdesk challenge. Training on the domains, business processes, technology know-how and issues were provided. The quality ensuing approach of simulation was employed and the trainees were made to handle mock issues they were most likely to face in real environment. Based on this, new procedures, protocols, and resources were identified. Risk factors were isolated and respective risk management procedures were specified. Training was also imparted to facilitate the agents in handling Level-1 to Level-4 of the tickets management system. Promptness was ensured in the requisite training process and the team finally went live to handle customer queries.

The performance of agents was closely supervised and certain reviews\suggestions were given to ensure that customers were replied within 30 minutes. The entire system was well chalked out and it was ensured that agents were available 24/7. Neatly drawn procedures for handling situations where huge volumes of customer emails can be processed, procedures for consultation, collaboration and escalation were all made to fall into place. The preferred outcome of the assignment was met within a few days from its commencement.