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Outsource Function –
Customer Support Solutions

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).

customer support solutions for manufacturers

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.

Our Solutions

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.

Benefits:

  • 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.

Client Testimonials

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.

Get in Touch With Us

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