Customer service and pointed tech support provided for a US-based electronics retailer

Top-notch customer service and technical support delivered to the customer via advanced analytics and knowledge management

Client background

Client name: US-based electronics retailer

Industry type: Retail

Key Products & Services: Consumer Electronics and Appliances

Areas of Operation: US, Canada

Challenge

The client was looking for a partner who could proactively drive continuous improvement and ensure delivery excellence with optimized cost structures. The key challenges that needed to be addressed included:

Knowledge base - No control and insights on comparable data
Lack of digitization - Issues with existing tools, workflow etc.
High chargeback rate leading to customer dissatisfaction and financial loss
Agility to ramp 500+ resource during peak and reduce training time & cost

Solution

Implemented flex-core model and knowledge management
Standardized case resolution model to reduce time to resolution
Dedicated Quality and Six Sigma experts to drive continuous improvement
Investment in advanced analytics, real-time competitive pricing, fraud and chargeback root-cause analysis

Business impact

38% NPS improved over the last 5 years
50k cases reduced annually through knowledge management & employee training
8% transaction reduction through right first time improvement
$1.4m savings delivered across Mastercard, Visa, and Amex by reducing chargebacks to <10%
$1.3m annual savings delivered by driving first-call resolution, lower returns, improved AHT

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Service Offerings

Client Themes

Client Themes

Customer service and pointed tech support provided for a US-based electronics retailer

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