Rubics Business Solutions

Rubics Business Solutions

Project Summary:

A company engaged in website’s design management, IT technical support services, database management outsourced their customer support to us. We handled live chat, customer support, ticket support and email support. We used agents who could provide complex technical support. We ran their operational support and in the same time generate leads.

Problem:

This company needed a professional and experienced team to handle the queries, order management, web interface integration and designing related tasks and needed 24×7 support to do live chat, email and ticket support services.  They were unable to tackle the complex consultation queries and IT related or software and web design related solution efficiently. Total customer support was needed for retaining the existing and attracting the new clients.

Solution:

We assigned 12 agents who would maintain operations on the website to provide complex technical support after intense training sessions and briefings. This included live chat agents who would handle multiple customers. 4 agents per 8 hour shift were used to cover the load. Agents who had prior experience with PHP, JS, AWS, WordPress, Azure, Node Js and Google Api were used to provide the necessary and to the point information.

Outcomes:

Customer satisfaction was improved a lot due to sincere, honest and reliable support provided. The overall cost went 30% down. Business grew 25% in a matter of months. A team of professionals streamlined the whole process. Due to live chat support implementation the customer satisfaction and feedback started to come in positive figures.

Detailed Outcomes:

They counted on TalkAgent to handle all customers via live chat and email support. Their customers were satisfied with the support provided. Live chats were answered instantly and queries were resolved in the most effective and timely manner. The results produced by the team led to an increase in overall clientale. Client relied on us totally to run the support fully!

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