Description:

The client is a renowned US based global automotive dealer of automobile parts for US manufactured cars. Their direct association with the manufactures assists them in quoting best prices for the promoted products. This has helped them in drawing a large customer base. Customers are given options to make purchases through various channels, including the online chat service. With its two fold purpose, chat services also serve to provide support to customer queries and concerns.

Challenge:

The real ordeal was to develop a Live Chat support system for handling various customer queries ranging from sales to support. For this, knowing how the domain relates to the auto-parts, their inter-relatives, sales and technology within a constrained time frame was a mammoth task to accomplish. Live Chat makes instant replies and constant communication with customers essential. This postulates the need for agents to possess vast knowledge and information.

Solution / Process:

To counter the challenge, Decatrend's Live Chat support analysts closely scrutinized the domain and comprehended its related issues. A team of experienced and assertive agents was identified. Training on handling domain related queries, segments on sales, portfolios, price match, enquires, transaction handling, shipping and auto part locations was imparted.

Proficiency in 'query handling process' assisted the agents in quickly imbibing the much-needed skills and performance planning. Training on procedures and model issues were organized. Procedures to manage Level-1 to Level-4 of customer queries were developed and made available. 24/7 support was systemized ensuring efficient handling and prioritizing of voluminous queries. Customized canned responses were made available for the agents.

Regular and on time chat logs/reports ensures quality audit procedures and issues documentation. The impressive performance of agents in managing sales and providing support exceeded all expectations and has brought in a radical increase in sales of the services rendered by the client.