Who is our client?
Our client is one of the largest home decor retailers. They sell their huge assortment of home products online, with products ranging from wall hangings to patio decor items. Their client base includes those who have recently bought a house and home renovators.
What are the key challenges for our client?
The client was dealing with a number of issues in the customer support department. Ranging from the quality of support to staff shortage; they required specialized help from professionals. The key issues were:
- Inability to maintain customer support quality due to the usage of temporary staff during the season sale which severely impacted their marketplace ratings.
- Delayed customer responses and missed TAT due to lack of product knowledge
- Difficulty in managing a high volume of customer queries and in providing 24/7 customer support or TAT
- Challenging to upload a high number of new product listings during the CSR off-season time and in processing RAW product photographs into catalog images
Vserve Approach and Solution
Vserve analyzed the resources and measures taken by the client. After this, we provided trained agents who had hands-on product knowledge and customer service.
Product knowledge due to product listing creation
Our team created product listings and answered customer queries regarding these products. Due to this, our team was well versed in all aspects of the products sold by the client. This helped in addressing all customer queries effectively.
24/7 customer support to handle customer queries
Our goal was to respond to customer queries efficiently with minimal response time. We mapped out a monthly work schedule and shared the same with the client to ensure that support is extended to the customers at all times.
We placed a team of 20 professional agents to answer email and chat queries during the seasonal sale. Our customer support was maintained 24/7 during the sales season with teams working in multiple time zones. Adequate human resources and tools were utilized during this time to ensure that we handle the volume of customer queries.
24/7 customer support to handle customer queries
Our goal was to respond to customer queries efficiently with minimal response time. We mapped out a monthly work schedule and shared the same with the client to ensure that support is extended to the customers at all times.
We placed a team of 20 professional agents to answer email and chat queries during the seasonal sale. Our customer support was maintained 24/7 during the sales season with teams working in multiple time zones. Adequate human resources and tools were utilized during this time to ensure that we handle the volume of customer queries.
Vserve Impact
We handled customer queries efficiently. Our agents had an edge over others since they were responsible for product creation and handling queries for the same. We worked on returns, refunds, replacements, tracked unshipped orders, negative reviews, and other feedback successfully.
