Case Studies


Multi-Lingual Live Chat Support For MNC

Multi-Lingual Live Chat Support For MNC

Project summary

A Chinese company that deals with multiple clients, outsourced their customer support to us. We handled live chat, order verification, ticket support, email support service and order delivery. We assigned agents who could handle an order when it is placed, generate leads, convert them to Chinese and then forward it to the partner company for further action.

Problem

This Chinese company faced the main problem of language barrier. They were unable to interpret different languages used by their customers. This resulted in loss of business and sale’s leads. Their customer service feedback was very negative and they were unable to communicate with their prospective clients.

Solution

We assigned 15 agents who would maintain operations on the website. This included live chat agents who would handle customer’s queries, generate leads and convert them to Chinese, handle’s email support by replying to the queries of customers and helped them with ticket support as well. 5 agents per 8 hour shift.

Outcomes

Sales went up 40-45% after our support was implemented. Client was happy as the cost was diminishing due to outsourcing of this crucial task. Online sales were on the up due to lead generation in their native language and now the chunk of customers they were losing before due to communication gap, were retained.

Detailed Outcomes

TalkAgent remained their core service provider. They count on us to handle 24/7 live chat support, email and ticket support. The shift in their conventional methodology to modern technology leads to happy and satisfied customers. Their in-house operation was not producing results and instead they were driving the potential customers away. But now, their live chats are answered instantly and lead generation and conversion is swift.



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