Multi - Channel Support For GravaStar - Ecommerce Platform

"The quality of our customer service GravaStar has shown remarkable improvement since partnering with AgainAgain Agency. Their positive impact is evident through the influx of favorable feedback and their swift responses to customer inquiries. We were particularly impressed by their exceptional communication skills and their empathy towards customers. Without reservation, I wholeheartedly endorse AgainAgain Agency as a dependable partner."

About the Project

01
Challenge
The premium Bluetooth audio products company initially approached the AgainAgain Agency with a specific request: to establish a contact center dedicated to handling incoming calls. The primary responsibilities of the agents included providing customer guidance, order processing, delivery coordination, and offering warranty and service recommendations. Our primary objective was to ensure that at least 30% of the total sales originated from incoming calls.
02
Key requirements
- Experience in managing high call volumes.
- In-depth knowledge of the product and its technical specifications.
- Proficiency in understanding product warranties and service provisions.
03
Solution
The establishment of an inbound contact center required engaging a skilled professional team and establishing a seamless operational framework. We introduced an innovative multi-channel approach, enabling customers to connect with the company through various means, including phone calls, email, social media platforms, internal client resources, and more. Consequently, more than 55% of the total sales were attributed to the inbound call center.
04
Achievements
*Coordinating product deliveries. *Offering technical consultations for each product's quality. *Resolving order-related complexities concerning delivery. *Providing guidance on warranties and service. *Assisting customers in selecting alternative products when their desired choice was unavailable. *Efficiently managing order processing and providing real-time order status updates.

Results

A skilled and qualified professional team was successfully assembled to manage the incoming contact center operations, ensuring a high level of expertise and customer service excellence. An uninterrupted operational system was established, allowing for efficient handling of customer inquiries across multiple communication channels, ensuring a seamless customer experience. The introduction of an innovative multi-channel approach enabled customers to engage with the company through various means, including phone calls, email, social media platforms, internal client resources, and more, significantly expanding the avenues for customer interaction.

Processing calls per day
2,000
Handling calls from potential customers
1,500
Completion rate for orders
65%

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