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Case Studies


E-Commerce Company Gets A Sales Boost

E-Commerce Company Gets A Sales Boost

Project summary

An American company dealing with electronic devices parts and other machine equipment, outsourced their customer support to us. We handled live chat, order verification, and order delivery. We assigned agents who could handle an order when it is placed. Number of orders and number of brands were a lot to handle. Hyundai, Daewoo, Hitachi Seiki and Kia electronic equipment parts are some of the many brands that were in their inventory. There was a significant increase in company sales boost after utilizing our services.

Problem

This American company needed a professional and experienced team to handle the queries, order management, inventory management, shipping, tracking details and sales 24×7 for live chat, email and ticket support. Due to large amount of online sales and many brands’ equipment in inventory, orders were delayed and in many cases they were shipped incorrectly and sometimes they get lost in transit.

Solution

We assigned 36 agents who would maintain operations on the website to maintain total order dispatch support. This included live chat agents who would handle concurrent customers. 12 agents per 8 hour shift were assigned for the needful.

Outcomes

Sales went upward by 35% after our support was implemented. Client was able to scale the business by having an affordable team to do the ordering and dispatch process. The overall cost was almost 40% down compared to what an in-house support would have cost. A team of professionals streamlined the whole process. Our agents first check inventory before the order was placed and after it was placed, customer at anytime can check the status of delivery as every item was tracked. Due to live chat support implementation the customer satisfaction and feedback started to come in positive figures.

Detailed Outcomes

TalkAgent still remains the core team for this client. They rely on us to handle their live chat and ticket support. They use a custom back-end that we were able to adapt to and have sales incoming and customers happy. Live chats are answered instantly and orders are dispatched within 24 hours time after it was placed. Client relies on us totally to be run the ship on this website!

Project Team

Project Team

Employees
Sales & Support

Overall Management

1 Manager
Overall Management

Skills

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