The Challenge

  • High Volume of Customer Inquiries: The client needed to handle a large number of queries swiftly and effectively.
  • Inconsistent Response Times: Delays in customer support impacted overall satisfaction and brand reputation.
  • Limited Support Resources: In-house teams were stretched thin during peak periods, leading to burnout and missed opportunities.

Our Approach & Solution

Roko Outsourcing implemented a comprehensive Customer Care solution tailored for e-commerce:

  • 24/7 Multichannel Support: Our team provided round-the-clock assistance via phone, email, and live chat.
  • Rapid Query Resolution: Implemented streamlined processes to ensure quick responses and effective problem-solving.
  • Customer Feedback Loop: Regularly collected and analyzed feedback to continuously refine service quality.

Implementation

  • Phase 1 – Needs Assessment: Conducted an in-depth review of the client’s customer support processes and identified critical pain points.
  • Phase 2 – Strategy Formulation: Designed a support model that included real-time assistance and proactive engagement strategies.
  • Phase 3 – Service Deployment: Integrated a dedicated Customer Care team into the client’s operations, ensuring seamless support across all channels.

Results & Impact

  • 25% Improvement in Satisfaction Scores: Faster response times and effective issue resolution led to significantly happier customers.
  • Increased Customer Retention: Enhanced support quality contributed to higher repeat business and improved brand loyalty.
  • Streamlined Operations: The client benefitted from a scalable support system that could handle peak volumes without compromising service quality.

Client
RetailPrime Direct
Industry
E-commerce / Customer Service
Year
2023
Services
Objective
Enhance customer satisfaction and loyalty by providing reliable, 24/7 customer support.
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