A Chinese company, which 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 used 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.
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.
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.
Sales went up 40-45% before 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.
TalkAgent remained their core service provider. They count on us to handle all customers via live chat, email and ticket support. This whole outsourcing process made their customers very happy. Their in-house operation was not producing results and instead they were driving the potential customers away. Live chats were answered instantly and lead generation and conversion was swift.