Problem Description:
The client was experiencing high refund rates and depleted customer strength for its Windows Registry Cleaner Software due to lack of Technical Support Staff that can resolve its customers’ technical issues effectively. Besides, the client felt a need to hire an associate who can market its range of products and services and expand its customer base through efficient pre to post sales support services.

Proposed Solution:
Initially, NetCreativeMind evaluated client’s requirements precisely like how software work, its bugs and limitations, commonly faced problems, order process mechanism, existing customer base etc. and came up with a proposed solution to setup a dedicated 24X7 Live Chat and Email Support Center. The solution was setup using Live Person Software and uses dedicated hardware and software infrastructure to ensure maximum reliability and efficient services.

In this proposed solution, NetCreativeMind has followed multi tier approach in which three separate layers of professionals are setup to manage customer queries according to their nature and degree of complexity. The Front End team works as a filter that resolves common product related issues & promotes Cross-Selling as well. In case, any issue remains unresolved; it is then transferred to Tier-II and then to Tier-III teams for possible solution.

The company has recruited experienced Microsoft Certified Engineers for this solution and provided them training on product functionality and Windows Registry. Besides, the company has prepared extensive Knowledge Base of known day-to-day issues that help support staff in resolving commonly faced issues quickly.

The proposed solution also acts like a sales catalyst for the client. Immediately after successful resolution of query, the support staff motivates customers to purchase other useful products, thus, helping client in gaining added revenues from the existing client base without investing anything on marketing.

Conclusion:
By outsourcing its technical support services, the client has gained significantly in terms of cost, quality and credibility. The solution helped client in reducing product refund rate considerably by addressing customer queries in reasonable time. Further, the solution has reduced overall operating cost by up to 30%, more noticeably, 70% decrease in the manpower cost.

The proposed solution has also met Customer Satisfaction standards set by the client. The service window for the customers, which was 8-9 hours/day before has now increased to 24X7. Besides, the chat volumes have also gained in multiple of 30X from the pilot stage itself.

The solution has also brought flexibility in client’s business model. By outsourcing its Customer Support services, the client is now able to concentrate on its core business activities and manage them efficiently. This helped client in generating extra revenues by trying innovative marketing techniques improved overall customer satisfaction rate and helped client in increasing market share.

Problem Description:
The client wanted to promote its B2B Directory Service but faced with the problem of managing customer queries that were quite large in number. Moreover, the client was meeting high refund rates due to unsatisfied customers who needed detailed information on suppliers.

Proposed Solution:
Taking view of large number of queries (On an average, the proposed solution manages 50 chats per day per executive.) and client’s extensive B2B Model, NetCreativeMind came up with a proposed solution to setup a dedicated 24X7 Live Chat and Email Support Center.

Besides acting as a help desk, the solution also aimed to act as a guide map for prospective customers who wish to purchase wholesale products or register themselves as wholesale suppliers with the client. The solution is built on ‘Live Person Software‘ and uses dedicated hardware and software infrastructure to ensure maximum reliability and efficient services.

Initially, we evaluated client’s business structure and extracted frequently encountered issues. We also listed issues that looked complex in terms of understanding to create extensive Knowledge Base. After working on the business structure, the proposed solution included Internet Research for ongoing directory updation, Email & Live Chat Support to product seekers and preliminary evaluation of interested suppliers.

The proposed solution is based upon layered approach where the support services are divided among three tiers – Tier I, Tier II and Tier III according to the query nature and its degree of complexity. For commonly encountered queries like product search, registration information, minimum purchase, shipping charges etc., Tier I team is being setup. Though, if any query still remains unresolved or look critical is being transferred to Tier II and then to Tier III for solution.

The company recruits experienced Customer Support engineers for this solution and provide them training on client’s businesses for efficient support services. Besides, the company has prepared extensive Knowledge Base of known day-to-day issues that help support staff in resolving commonly faced issues quickly.

The proposed solution is also empowered with a distributed Live Chat Routing mechanism that gives client an advantage to monitor the live chat from anywhere in the world.

Conclusion:
By outsourcing its customer support services, the client is able to register considerable monetary gains. The solution has reduced high refund rates and decreased operating costs by up to 35%.

The solution has also decreased client’s involvement; thereby giving him more time to concentrate on company’s core business and allowed him to expand his services to other related areas like Auto, Travel etc. Besides, the outsourcing has provided flexibility to his business model, thus, helping him in change its operations conveniently with changing business needs.

Problem Description:
The client was experiencing high refund rate and was facing difficulty in handling a large number of customer queries related to eBooks, for e.g. download issues, difficulties in opening book, response time, redownload requirements, licensing issues etc. Due to his operating costs the client was unable to setup 24X7 Support team and was forced to handle all support issues by himself. This was leading to wastage of client’s precious time that in return was adversely affecting overall business growth.
 
Proposed Solution:
Initially, NetCreativeMind evaluated client’s requirements by studying detailed description of all the eBooks, reviewed minimum software & hardware requirements to open eBooks, reviewed customer’s most commonly faced problems, reviewed existing order process, refund process and then came up with the solution to set up dedicated 24X7 Email Support Center with the clearly laid down execution process.

Our support team then prepared canned responses for most commonly asked questions that included download problems, installation problems, serial key related issues, order related issues, refund related issues and re-download process.

We then proposed to setup support center based upon layered approach where the support services are divided among three tiers – Tier I, Tier II and Tier III according to the query nature and its degree of complexity. For commonly encountered queries like ebook Description, Download issue, problem in order etc., Tier I team is being setup. Though, if any query still remains unresolved or look critical is being transferred to Tier II and then to Tier III for solution
 
We then further integrated cross selling scripts into our support knowledgebase. Immediately after successful resolution of query, the support staff motivates customers to purchase other eBooks, thus helping client in gaining additional revenues from existing clients.
 
Conclusion:
By outsourcing its customer support service the client has considerably gained in terms of cost, quality and credibility. The solution helped client in reducing product refund rate to less than 2% from a whopping 8% earlier.
 
Our proposed solution has drastically improved customer satisfaction rate, which resulted in increased revenue for the client through up-selling, cross selling and word of mouth publicity. Offshore 24*7 Email Support Service has also brought flexibility in client’s business model. With this the client is now able to concentrate on its core business activity instead of worrying about day-to-day customer support issues.

Problem Description:
The Client has more than 35 web servers and is providing shared, dedicated hosting services on windows and Linux Platform to its international clientele. The client was experiencing greater difficulty in handling customer queries because of time zone issue. The business model wasn’t allowing client to setup dedicated onshore 24X7 Support center. On top of that there was an ongoing problem of continuously monitoring all the servers and to take immediate corrective action against alert emails for operational problem including Ftp, http, email, load, domain resolution, installing software patches etc All this was leading to wastage of client’s precious time and was adversely affecting overall business growth.
 
Proposed Solution:
Initially, NetCreativeMind evaluated client’s requirements and reviewed server configuration, analyzed customer’s most commonly faced problems, reviewed existing order process and then set up offshore 24*7 Email Support Service with the clearly laid down execution process.

We setup an online help desk system with auto ticket generation for each support request. This helped us in tracking the performance of each individual issue. We ensured that all support requests are answered maximum within 30 minutes. With the result, customers stopped calling at client’s office for their support enquiries and started relying more on helpdesk system.

We further integrated archives management and knowledge base module in the help desk system to keep track of all the issues and to continue preparing knowledge base of frequently asked questions.

Conclusion:
We are now running 24X7 Email support center for the client and are processing hundreds of support emails on a daily basis.

Our client has told us that we have helped him in streamlining his life and has enabled him to restart his marketing activities.