Case Studies


Our Expertise In Handling Kids Apparel & Accessories E-Commerce Website For Sales And Customer Service

Our Expertise In Handling Kids Apparel & Accessories E-Commerce Website For Sales And Customer Service

Project summary

An online retailing business dealing with kids apparel and accessories outsourced us to manage orders and customer service. Our agents with clear written expression, high degree of empathy, experience interacting via any channel with tech-savvy customers—decreased the turnaround time from 10 minutes to less than 2 minutes.

 

Problem

One of our preeminent clients is a worldwide online retailing business having expertise in kids sector dealing with clothing, home accessories, school supplies and personalized products. They attract 10-12k unique shoppers every month and has 100k plus registered users. An online service of this scale requires a substantial background operation to fulfill orders and to provide complete customer service. Converting the visitors in to potential buyers was becoming quite problematic for them because of the huge turnaround time.

Solution

TalkAgent, being a standout amongst the outsource contact centers, handled their customer support and alleviated the pressure by taking on full time customer service. Our chat team is being regularly updated with the client through different channels regarding all the necessary information, FAQ’s, ordering, billing and shipping, with constant feedback from their point person etc. Our agents with clear written expression, high degree of empathy, experience interacting via any channel with tech-savvy customers—decreased the turnaround time from 10 minutes to less than 2 minutes. The modules of handling different and diverse clientele were defined to achieve the set goal and converting customers.

Outcomes

The sales increased by 90% year on year for the 12 months to 31st November 2018. In December 2018, there was a daily average of 40,000 unique visitors to the website.

Detailed Outcomes

The growth in sales translates into profit. Group profit is likely to be in excess of 2 million USD. We outperformed their other center on QA scores and additional metrics. The turnaround time was reduced from 10 minutes to less than 2 minutes leading to complete customer satisfaction and approval.



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