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

Client Requirement
The Client was experiencing high refund rates and depleted customer strength for its Windows Registry Cleaner software. It was not able to handle customers' technical queries due to lack of technical support staff. Besides, it also felt the need of hiring an associate who can market its wide range of products & services, and thus, expand their customer base through efficient pre to post sales support services.

The NetCreativeMind Solution
Experts at NetCreativeMind studied Client's requirements, and went deeper into how the software works and what are its bugs, limitations, commonly faced problems, order process mechanism, existing customer base etc.
After a thorough evaluation, we proposed to setup a dedicated 24X7 live chat and eMail support center. The solution based on Live Person software is efficient and reliable because of a number of reasons.
It uses a multi-tier approach incorporating layers of professionals who manage queries at three different levels - Tier I, II & III - according to nature and degree of complexity.
The smart solution also acts like a sales catalyst for the client. Just after successful resolution of the query, the support staff pursues customers to purchase other products. It thus helps the Client gain added revenues from the existing customer base without investing extra on marketing.

The Outcome