Case Study For EZ Systems

Case Study For EZ Systems

Project Summary:

An American company selling electronic devices parts and other machine equipment’s outsourced their customer support to us fully. We handled live chat, order verification, and order delivery. We used agents who could handle an order when it is placed. Number of orders and number of brands were a lot to handle. Hyundai, Daewoo, Hitachi Seiki and Kia electronic equipment parts are some of the many brands that were in their inventory.

Problem:

This American company needed a professional and experienced team to handle the queries, order management, inventory management, shipping, tracking details and it’s sales 24×7 who could do live chat, email and ticket support. Due to large amount of online sales and many brands’ equipment’s in inventory, orders were delayed and in many cases they were shipped incorrectly and sometimes they get lost in transit.

Solution:

We assigned 36 agents who would maintain operations on the website to maintain total order dispatch support. This included live chat agents who would handle concurrent customers. 12 agents per 8 hour shift.

Outcomes:

Sales went upward by 35% before our support was implemented. Client was able to scale the business by having an affordable team to do the ordering and dispatch process. The overall cost was almost 40% down compared to what an in-house support would have cost. A team of professionals streamlined the whole process. Our agents first check inventory before the order was placed and after it was placed, customer at anytime can check the status of delivery as every item was tracked. Due to live chat support implementation the customer satisfaction and feedback started to come in positive figures.

Detailed Outcomes:

TalkAgent still remains the core team for this client. They count on us to handle all customers via live chat and email support. They use a custom back-end that we were able to adapt to and have sales incoming and customers happy. Live chats are answered instantly and orders are dispatched within 24 hours time after it was placed. Client relies on us totally to be run the ship on this website!

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