After sales support with a twist…
The case study client is a large e-commerce website in Ireland. Arema Connect handle all their customer interactions by e-mail, and by phone occasionally, to ensure absolute customer satisfaction.
Our e-commerce client is highly customer focused – their company culture is based on their customers having an enjoyable buying experience, and this process needs to be carried through in their after sales customer relationship management system.
When Arema Connect’s client chose us as their contact centre of choice in 2011, their wish list included
- Contact centre with customer satisfaction as a key element of their mission statement.
- Quality based solution with low staff turnover
- Less training requirements
- Ability to work off our own initiative
- Ability to scale the service both short & long term.
The decision making process was heavily weighted in our favour as they wanted to work with a contact centre that valued them as a client and understood their business strategy. They were looking for an owner managed contact centre that would react to their needs immediately and take control of training, supervising and all the day to day activities with minimum direction. And they found us!
What we do:
We are their full time dedicated customer support team. We answer all customer or user queries while also maintaining the quality and integrity of the e-commerce site.
This entails answering user queries, generating reports, resolving queries, etc.
We represent our client to all potential customers & visitors, not just loyal paying customers.
The after sales support function consists of the following:
- Maintaining the e-commerce site
- Using the tools
- Technical Issues