You are struggling with response times and it’s costing you customers. You don’t have the technology to measure your traffic and you know have lengthy hold times. It’s creating more work to return calls resulting in a poor customer and prospect experience. You are looking for a managed process that can provide the infrastructure, technology, tools and experienced agents necessary to become an extension team for your brand.

You don’t have the technology to provide multi-channel support. You are limited in the way that your company communicates with your prospects and customers. You want to expand your support to be able to include new ways for communicating to convert more sales, appointments and leads via additional channels

Your email and chat volume is no longer manageable. Your agents and supervisors are unable to keep up with and manage the different types of questions and responses coming. Your response times are lagging and you need to create processes and staffing that can be measured and managed precisely. You need a technology that can seamlessly combine email and phone support that allow you to efficiently prioritize calls over emails and chats automatically.

Your help desk is operating inefficiently and your customers need support. You need a first level of support to capture and resolve small issues that do not require your high level tech team. You need a process for efficiently prioritizing support necessities and improving response times while reducing your cost and optimizing the customer experience.

Problem

A start-up e-commerce company in the motherhood products/services space came to us because they needed to map out an entirely new phone customer support service or they were going to lose a new enterprise account in Silicon Valley.

Solution

We used our best practices to build a multi-channel high-touch support solution. Our team mapped out processes, built FAQ’s, created a knowledge base, established customized customer support protocols, created email response templates, and streamlined the tracking of orders. We knew the importance of developing an enhanced customer service support model of potentially frantic mothers that resulted in more efficiencies, reduction of hold times, faster response times and ultimately, a better customer service experience.

Result

In just 4 weeks, we built out their entire multi-channel customer support solution. The agents were trained in handling calls empathetically which led to raving reviews online. This company landed more Silicon Valley contracts and referrals due to the excellent service provided. This set them up to triple their company revenue in just one year!