A US-based Electronic Gadgets Manufacturer Case study
Our client is a US-based electronic gadgets manufacturer and distributor with a stable market position across the North American region. The client company is well-known for its top-quality and wide range of gadgets for people of all ages (from kids to adults).
The Business Challenges
Since the client mainly produces innovative, designer gadgets for everyday use, they wanted us to take their customer service department at the same level as their technology and devices are.
They wanted us to come onboard and detect bottlenecks that are responsible for poor customer service.
Besides, they needed an overhaul of the legacy systems on which their customer support staff relied to handle customer queries, data, and relations.
Another challenge was to bring in several new ideas to manage customer information in a secure central location to be utilized fully and bring value to the company.
We didn’t expect Cogneesol would resolve our business problems within a short time. We will surely recommend them to our peers. Keep up the excellent work.
We introduced the client to some of the latest, highly-efficient CRM software and trained their staff to use them adequately. All this while, we were tasked to partially handle the customer support department.
With automation-powered software, we simplified the customer’s journey when communicating with the company; for instance, whenever a customer generates a ticket, they need to put in a query title that the software automatically associates with frequently reported problems and sends the query to the respective department (general, technical, billing, etc.).
Similarly, the flow of ticket transfer was also simplified to help both the support executives and customers.
The multi-channel integration: Regardless of the point of contact (for example, email, chat, website form, or call), the new system automatically generates a ticket, eliminating all the manual work.
The Impactful Results
Today the company efficiently processes more than 1500 tickets, ensuring each customer is pro-vided with a satisfactory solution.
- Increased efficiency
- Improved operations
- Shorter response times
- Reduced backend work
- Time and capital savings
- Increased transparency into customer communication
- Higher rates of customer satisfaction
- Happy customers are building a loyal customer base
One significant benefit we provided to the client is that we set up a data management system for them to store and utilize customer information strategically for analytics and decision making, helping them with business growth.
It is always a pleasure to learn that the work we do has positively impacted our clients and that they are happy to share their experiences.
Team Cogneesol onboarded most swiftly and almost immediately understood our organization’s culture and customer strategies. They helped incorporate best practices into our existing action charter taking service delivery a few notches up. Our customers write back happy notes for sales services rendered. The team has helped us set new benchmarks!
As we diversified into the Australia market, customer care and support were our primary concern. We wanted to set the best standards right at the beginning. Cogneesol’s team of experts act as an extended arm of our account management team, and execute our customer strategies at 100% service delivery levels, helping us carve out our niche in a new market.
So far, an offline business, when we forayed into the online space, we were faced with a variety of customer support issues. Cogneesol deployed their team on a war footing to understand the gaps, design support solutions, and implemented them at record time. We now have customer resolutions at the highest level with under 24-hours TaT.
Our business delivery is heavily dependent on positive customer experiences. Being a travel company, one bad customer experience can create rippling imprints in the digital world. With Cogneesol’s help, we have devised a complete end-to-end customer service strategy that takes care of customer experience at every stage leaving nothing to chance.