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| Client Requirement |
The client was experiencing high refund rates and depleted customer strength for its Windows Registry Cleaner Software. Due to lack of technical support staff they were not able to handle customers' technical queries effectively. Besides, the client felt a need to hire an associate who can market its wide range of products and services and expand its customer base through efficient pre to post sales support services.
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| Solution Provided |
We evaluated client's requirements, gone into the root of problem precisely like how software works, its bugs and limitations, commonly faced problems, order process mechanism, existing customer base etc. We came up with the proposal to setup dedicated 24X7 Live Chat and Email Support Center. The solution was setup using Live Person Software and uses dedicated hardware and software infrastructure to ensure maximum reliability and efficient services.
Our multi-tier approach helped our experts to pay equal attention to all queries. Three separate layers of professionals was setup to manage customer queries according to their nature and degree of complexity. The Front-end team worked as a filter that resolves common product related issues & promotes Cross-Selling as well. In case, any issue remains unresolved; it is transferred to Tier-II and then to Tier-III teams for solution.
The proposed solution also acts like a sales catalyst for the client. Immediately after successful resolution of query, the support staff motivates customers to purchase other useful products, thus, helping client in gaining added revenues from the existing client base without investing anything on marketing. |
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| Conclusion :
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The client has gained significantly in terms of cost, quality and credibility. |
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The solution helped client in reducing product refund rate considerably by addressing customer queries in reasonable time. |
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The solution reduced overall operating cost by up to 30%, more noticeably, 70% decrease in the manpower cost. |
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The client has reached the level of customer delight in its services |
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Able to provide 24x7 technical support |
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| Client Requirement |
| The client wanted to promote its B2B Directory Service but was having problem in managing customer queries that were quite large in number. Moreover, the client was facing high refund rates due to unsatisfied customers who needed detailed information on suppliers. |
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| Solution Provided |
| Initially, we evaluated client's business structure and extracted frequently encountered issues. After working on the business structure, the proposed solution included Internet Research for ongoing directory updating, Email & Live Chat Support to product seekers and preliminary evaluation of interested suppliers.
Taking view of large number of queries (On an average, the proposed solution manages 50 chats per day per executive.) and client's extensive B2B Model, We came up with a proposed solution to setup a dedicated 24X7 Live Chat and Email Support Center.
Besides acting as a help desk, the solution also aimed to act as a guide map for prospective customers who wish to purchase wholesale products or register themselves as wholesale suppliers with the client. The solution is built on 'Live Person Software and uses dedicated hardware and software infrastructure to ensure maximum reliability and efficient services.
The proposed solution is based upon layered approach where the support services are divided among three tiers - Tier I, Tier II and Tier III according to the query nature and its degree of complexity. For commonly encountered queries like product search, registration information, minimum purchase, shipping charges etc., Tier I team is being setup. Though, if any query still remains unresolved or look critical is being transferred to Tier II and then to Tier III for solution.
The proposed solution is also empowered with a distributed Live Chat Routing mechanism that gives client an advantage to monitor the live chat from anywhere in the world. |
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| Conclusion : |
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The client has increased its revenue due to more new and satisfied customers |
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The client was able to reduce refund rates |
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The operating cost decreased by 35% |
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The client now has more time to focus on core business |
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The client expanded his services to other related areas like Auto, Travel etc |
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| Client requirement |
| The client was experiencing high refund rate and was facing difficulty in handling a large number of customer queries related to eBooks, for e.g. download issues, difficulties in opening book, response time, redownload requirements, licensing issues etc . Due to high operating costs the client was unable to setup 24X7 Support team and was forced to handle all support issues. The client was not able to devote time on core business activities and it was adversely affecting his business' overall growth. |
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| Solution Provided |
| Initially, NetCreativeMind evaluated client's requirements by studying detailed description of all the eBooks, reviewed minimum software & hardware requirements to open eBooks, reviewed customer's most commonly faced problems, reviewed existing order process, refund process and then came up with the solution to set up dedicated 24*7 Email Support Center with the clearly laid down execution process.
Our support team then prepared canned responses for most commonly asked questions that included download problems, installation problems, serial key related issues, order related issues, refund related issues and re-download process.
We then proposed to setup support center based upon layered approach where the support services are divided among three tiers - Tier I, Tier II and Tier III according to the query nature and its degree of complexity. For commonly encountered queries like eBook Description, Download issue, problem in order etc., Tier I team is being setup. Though, if any query still remains unresolved or look critical is being transferred to Tier II and then to Tier III for solution
We then further integrated cross selling scripts into our support knowledgebase. Immediately after successful resolution of query, the support staff motivates customers to purchase other eBooks, thus helping client in gaining additional revenues from existing clients. |
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| Conclusion : |
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The client has considerably gained in terms of cost, quality and credibility. |
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The solution helped client in reducing product refund rate to less than 2% from a whopping 8% earlier. |
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Increased customer satisfaction |
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Increased sales through up-selling, cross selling and word of mouth publicity |
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Client can now focus on core business activities. |
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| Client requirement |
| The Client has more than 35 web servers and is providing shared, dedicated hosting services on windows and Linux Platform to its international clientele. The client was experiencing greater difficulty in handling large customer queries because of time zone issue. The business model wasn't allowing client to setup dedicated onshore 24X7 Support center. On top of that there was an ongoing problem of continuously monitoring all the servers and to take immediate corrective action against alert emails for operational problem including Ftp, http, email, load, domain resolution, installing software patches etc All this was leading to wastage of client's precious time and was adversely affecting overall business growth. |
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| Solution Provided |
| Initially, NetCreativeMind evaluated client's requirements and reviewed server configuration, analyzed customer's most commonly faced problems, reviewed existing order process and then set up offshore 24*7 Email Support Service using ticket management system with the clearly laid down execution process.
We setup an online help desk system with auto ticket generation for each support request. This helped us in tracking the performance of each individual issue. We ensured that all support requests are answered maximum within 30 minutes. With the result, customers stopped calling at client's office for their support enquiries and started relying more on helpdesk system.
We further integrated archives management and knowledge base module in the help desk system to keep track of all the issues and to continue preparing knowledge base of frequently asked questions |
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| Conclusion : |
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We are now running 24X7 Email support center for the client and are processing hundreds of support emails on a daily basis. |
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Our client has told us that we have helped him in streamlining his life and has enabled him to restart his marketing activities. |
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Client's support cost has reduced by 55% |
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Incoming phone calls has dropped by whopping 80% |
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| Client Requirement |
| In order to market its magazine, the client needed vast and accurate database. It has a database of ~250,000 people. The client was facing short of manpower and time to verify its accuracy. The client was unable to reach its vast potential market. |
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| Solution provided |
| The database of 250,000 people had records of uses name, designation, address, cell phone, E-mail ids. We called each individual record, talked to them and verified their personal details. We arranged the data in logical format, deleted the obsolete one and corrected the wrong one. Incomplete data was also completed. In fact we formed complete data management task for this client. We made sure that the data is consistent and accurate.
We filtered the unstructured data in ready to use form. The company has gained considerably in increased revenue and has time to focus on core business |
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| Conclusion : |
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Client's user contractibility rate has improved to 98%. |
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Client was able to save ~65% money by outsourcing this task to us. |
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The client now has more time to focus on marketing instead of running around for quality data. |
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The client saved considerable time in data verification. |
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