B2B PORTAL - A CASE STUDY BY NETCREATIVEMIND, LEADING INDIAN BPO COMPANY

Client Requirement
The Client wanted to promote its B2B Directory Service but encountered problem in managing large number of customer queries. Also, it faced high refund rates due to unsatisfied customers who needed detailed information on suppliers.

The NetCreativeMind Solution
We studied the Client's business structure and brought out frequently encountered issues. After working it out, we proposed an Internet Research solution for updating ongoing directory and preliminary evaluation of interested suppliers. We complemented this with a 24X7 live chat and email support for product seekers..
Taking care of the Client's extensive B2B model and large number of queries, we set up a dedicated 24X7 Support Center (handling as much as 50 chats per executive per day). Besides acting as a help desk, the solution also guides prospective customers who wish to purchase wholesale products or register themselves as wholesale suppliers with the Client.
The Live Person software based solution uses the Layers Approach. Herein, the support services are divided among three tiers, according to the nature and degree of complexity of the query. Tier I looks after commonly encountered queries like product search, registration information, minimum purchase, shipping charges etc. The other two layers take care of unresolved or critical looking queries.
Another unique feature is a distributed Live Chat Routing mechanism that gives the Client an advantage to monitor live chat from anywhere in the world. It uses dedicated hardware and software infrastructure to ensure maximum reliability and efficient services.

The Outcome
The client gained significantly with the incorporation of this B2B solution. Some of the key benefits are -