EBOOKS PUBLISHER - A CASE STUDY BY NETCREATIVEMIND, LEADING INDIAN BPO COMPANY

Client Requirement
The Company faced high product refund rate and was not able to handle large number of customer queries pertaining to eBooks. High operating costs did not let it set up a 24X7 support team. Consequently it constantly encountered issues relating to download, opening books, response time, re-download, licensing and so on. In addition, the Client could not devote time on core business activities, something that adversely affected its overall business growth.

The NetCreativeMind Solution
We began with a thorough study of eBooks, followed by a review of minimum software and hardware requirements to open eBooks. The initial research also included a probe into customers' most commonly faced problems and the existing order and refund processes.
The study revealed the need of setting up a 24X7 dedicated eMail support center. The next step was to prepare canned responses for FAQs including download and installation problems, and issues related to serial-key, order, refund and re-download process.
The so set up support center uses a three-tier Layers Approach, wherein it queries are processed at various layers according to their nature and degree of complexity. The preliminary Tier I entertains simpler queries like eBook description, download issues, order troubleshooting etc. while more complex queries are forwarded to higher layers.
The added integration of cross selling scripts into the support knowledge base further strengthens the prospects of the solution. After every successful resolution of query, the support staff motivates customers to purchase other eBooks, gaining the Client additional revenues from existing clients.

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