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ColonBroom Call Center

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Project Details

A leading health & wellness company specializing in gut health and weight loss products turned to Assistifier to set up an inbound contact center. Initially, the company outsourced its email support to Assistifier. Due to the exceptional results, they extended their trust to include inbound call support as well.

Our agents provided phone support to customers via inbound calls, offering assistance with product pricing, usage, order tracking, refunds, returns, warranty, nutritional issues, and general information. Our goal was to ensure at least 30% of the sales from the incoming line.

Project Name
ColonBroom Call Center
Client
Kilo Health
Category
Phone Support
Location
Lithuania
Year
2020

Solution

To set up an inbound contact center, Assistifier formed a professional team and established a seamless workflow. We implemented an omnichannel approach: customers could reach the company via calls, emails, social media, and internal customer resources. As a result, more than 60% of the sales came from the incoming line.

Tasks Fulfilled

 
Delivery coordination Solving complexities related to order delivery  
Providing warranty and service advice  
Assisting in selecting alternative items  
Order processing and providing order status information.

Results

Customer satisfaction increased steadily month by month. We developed an efficient contact center handling 2000+ calls per day, coordinating customers' delivery, providing product consultations, and processing orders. We exceeded the project goals, achieving 60% of sales from the inbound call center.

Key Requirements

Experience with a large number of interactions. Product and technical features knowledge. Warranty and product service knowledge.

Key Points

  • Efficiently handled 2000 calls per day
  • Processed 800 calls with leads
  • Achieved 36% of sales from the inbound call center

Solution

To set up an inbound contact center, Assistifier formed a professional team and established a seamless workflow. We implemented an omnichannel approach: customers could reach the company via calls, emails, social media, and internal customer resources. As a result, more than 60% of the sales came from the incoming line.

Tasks Fulfilled

  •     Delivery coordination
  •     Solving complexities related to order delivery
  •     Providing warranty and service advice
  •     Assisting in selecting alternative items
  •     Order processing and providing order status information

Results

Customer satisfaction increased steadily month by month. We developed an efficient contact center handling 2000+ calls per day, coordinating customers’ delivery, providing product consultations, and processing orders. We exceeded the project goals, achieving 60% of sales from the inbound call center.

Key Points

  • Efficiently handled 2000 calls per day
  • Processed 800 calls with leads
  • Achieved 60% of sales from the inbound call center

Summary Results

Assistifier successfully set up and managed an inbound contact center for a health & wellness company specializing in gut health and weight loss products. Initially providing email support, the project expanded to include inbound call support due to outstanding results. With a professional team and an omnichannel approach, customer satisfaction rose consistently, and we surpassed the project goals, contributing significantly to the company’s sales.

Summary Results

Assistifier successfully set up and managed an inbound contact center for a health & wellness company specializing in gut health and weight loss products. Initially providing email support, the project expanded to include inbound call support due to outstanding results. With a professional team and an omnichannel approach, customer satisfaction rose consistently, and we surpassed the project goals, contributing significantly to the company’s sales.