indusva

Customer Service Project

Overview

Project is to manage the customer mails & communications and reply to them on a timely basis with proper resolution.

Customer

NASDAQ listed company.

Challenge

Major challenge is to understand the client’s current process of customer service which includes understanding their reply pattern and technical knowledge to use their internal software for gathering data on orders.

Solution

We started regular calls with clients. Before jumping on calls, we draft all the tentative replies to the emails to discuss with the client. With regular work for a few weeks, we got a gist of the overall process and we started taking over the same.

Result

It gives the client a lot of leverage to manage their customer communication effectively during the busy season. During the busy season, they put their trained staff in other important areas and our team handled the customer service thing efficiently.   The process of replying to customer asap basis result in increased customer satisfaction.