24/7 Email Support
A growing online business means more customers and more customers means additional email support requests. We help our clients manage their email workload by speeding up response rates and ensuring all emails are handled within a specified timeframe.
We provide dedicated agents that will manage your emails exclusively 24/7. Your customers can expect a prompt reply to their customer support requests even when your offices are closed for the day or over the weekend.
Our support centers work 24/7, 365 days a year. We have helped clients bring down their emails response rates from an average of 24 hours to less than 1 hour.
- First Call Resolution
Our team strives to achieve a single call resolution rate of over 90%. We understand that some queries will need to be escalated and we use client prescribed escalation procedures to handle them
Our clients often ask us a very critical question, how will we learn about their product/service and handle support requests? Our knowledge transfer process is the answer:
- Product/service training — week 1
- Knowledge base creation – week 1
- Reviewing existing support queries & resolutions – Week 1
- Mock tests to check training efficiency – Week 2
- Fine tuning process and access to tools/reports/backend – week 2
- Go-live – end of week 2
We ensure that the whole team including trainers are included in the process and that no one is left out during the training. The most crucial part is ensuring everyone has complete access to tools, knowledge base and escalation procedures.
This is the most worrying part for most clients going through a phase where customer support is managed by an outsourced partner. We keep the client involved at every stage through a very transparent process. Clients audit email transcripts along with our internal audit team. We identify possible gaps and re-train our agents on specific issues based on their responses.
Once our agents are trained and training levels adequate, we begin the process of developing an SLA. It is very critical to be able to measure performance and track output levels. We work with our clients to develop an SLA that will help them forecast future demand and also ramp-up during peak traffic periods.
Over the last two decades, our team has developed processes and training methodologies to help clients outsource their customer support activities with ease. Our core focus is retail and 100% of our clients are online businesses. Some of the industry verticals we have managed are:
- Apparel & Fashion
- Health & Beauty
- Consumer Electronics
- Bags & Shoes
- Home Improvement