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Description.

Project Details

A health and wellness company specializing in gut health and weight loss sought to enhance customer experience and satisfaction by outsourcing inbound calls and email support. Assistifier took over these tasks, addressing product inquiries, order tracking, and post-sales service for one of its popular products, meeting daily metrics, and significantly boosting customer satisfaction.

To achieve this, Assistifier formed two specialized teams: one for inbound calls and one for email support. The inbound team focused on metrics such as AHT, CSAT, and FCR, while the email team prioritized prompt and accurate responses. The plan included creating a call flow structure, developing email scenarios, establishing escalation protocols, and setting expectations for operational and performance-related reporting and collaboration.

Project Name
ColonBroom E-Care
Client
Kilo Health
Category
Email Support
Location
Lithuania
Year
2020

Implementation

Within one month, the client witnessed the successful implementation of these strategies, leading to a noticeable enhancement in customer experience. Impressed by the outcomes, the client opted to expand the team’s size, adding five additional members and two team leaders.

Customer Satisfaction

Following a 60-day operational period, a tangible shift in customer experience was evident, culminating in an impressive net satisfaction score of 95%. To optimize staff efficiency, idle time was limited to a maximum of 60 minutes for the entire team during an 8-hour shift. During periods of lower call volume, team members engaged in training and coaching to further enhance their skills.

Business Growth

Assistifier provided two dedicated teams, one for inbound calls and one for email support, ensuring comprehensive customer service. This allowed the company's core staff to focus on other essential tasks. The scalable solution enabled the integration of additional products, with Assistifier adjusting staff numbers as needed. This approach reduced the risks of new product launches and facilitated better-informed business decisions.

Focus on Development

While Assistifier managed customer care, the client company launched three new products. This support allowed the company to concentrate on product development and market expansion.

Revenue and Savings

With Assistifier handling customer service, the client was able to generate more revenue and achieve significant cost savings. This efficient approach facilitated the company’s growth and operational efficiency.

  • Rapid Onboarding and Metrics Achievement
  • Our clients as a partner in success
  • Benefit from our analytics program

Summary Results

Assistifier successfully managed sales calls, product inquiries, order tracking, and post-sales. Through strategic planning, efficient operations, and team expansion, Assistifier significantly enhanced customer experience and satisfaction. The project resulted in cost savings, increased profitability, and a scalable solution for future growth, positioning the health & wellness company for continued success.

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.

Project Details

An IT firm that sells ERP software to business organizations sought a solution to enhance customer support and satisfaction.

This was the company’s first experience with outsourcing, and the cooperation model evolved to meet both parties’ needs. Alongside main KPI goals, new tasks emerged, requiring rapid adaptation and flexible work processes.

Project Name
IT Call Center
Client
Softbeats (Pvt.) Ltd.
Category
Email Support,Inbound,Outbound
Location
Pakistan
Year
2021

Key Requirements

Proficiency: Agents needed to be adept in both technical knowledge and interpersonal communication.
Fluency: Ensuring clear and effective communication with business clients.
Stable performance: Maintaining profitability through efficient and effective support operations.
KPI Goals and Achievements: Increasing customer retention rates, stabilizing profit per unit time, and enhancing customer loyalty.
Raising CSAT: Elevating the CSAT score from its initial low level to an acceptable standard.
Team Effectiveness: Managing objections and complaints professionally to maintain high team performance.

Solution

The Assistifier team handled over 8000+ interactions per month, surpassing expectations and targets. The partnership led to the expansion of support into three divisions: Inbound Support, Outbound Support, and Email Support. By clearly dividing labor, we ensured concentrated and quality performance. Intensive training sessions and a revised support model resulted in numerous achievements and industry-leading results.

Achievements

Customer Retention Rate: Achieved a 30% retention rate, often exceeding project goals.
Efficiency in Call Handling: Exceeded the target number of interactions per hour by 0.2.Reduced
Call Duration: Streamlined post-interaction processing to reduce average call duration.
CSAT Improvement: Increased the CSAT score from its initial low to 75% through effective scripting and soft-skills training.
Net Promoter Score (NPS): Achieved a 56% NPS, setting a record among all support departments.

Tasks We Fulfilled

Inbound Call Handling: Addressing customer inquiries and providing general product information.
Outbound Call Handling:Managing follow-ups, renewals, and clarifications with customers.
Email Support: Assisting with technical issues, minor software alterations, and license management via email.
Subscription Management: Handling subscription expiry notifications and renewals.
License Management: Managing software licenses and ensuring compliance.
Technical Support: Providing assistance with product usage and troubleshooting.

Results

Assistifier successfully met the IT firm’s goals, significantly enhancing customer satisfaction, stabilizing retention rates, and ensuring target profit levels. Our team developed effective communication solutions, training models, and quality assurance processes, delivering high-quality support services 24/7/365 globally.

  • Effective division of labor and intensive training resulted in exceeding project goals.
  • Significant improvement in CSAT and NPS, setting industry records.
  • Comprehensive support operations, including inbound, outbound, and email support, ensured customer satisfaction and retention.

Key Requirements

  • Proficiency: Agents needed to be adept in both technical knowledge and interpersonal communication.
  • Fluency: Ensuring clear and effective communication with business clients.
  • Stable performance: Maintaining profitability through efficient and effective support operations.
  • KPI Goals and Achievements: Increasing customer retention rates, stabilizing profit per unit time, and enhancing customer loyalty.
  • Raising CSAT: Elevating the CSAT score from its initial low level to an acceptable standard.
  • Team Effectiveness: Managing objections and complaints professionally to maintain high team performance.

Solution

The Assistifier team handled over 8000+ interactions per month, surpassing expectations and targets. The partnership led to the expansion of support into three divisions: Inbound Support, Outbound Support, and Email Support. By clearly dividing labor, we ensured concentrated and quality performance. Intensive training sessions and a revised support model resulted in numerous achievements and industry-leading results.

Achievements

  • Customer Retention Rate: Achieved a 30% retention rate, often exceeding project goals.
  • Efficiency in Call Handling: Exceeded the target number of interactions per hour by 0.2.
  • Reduced Call Duration: Streamlined post-interaction processing to reduce average call duration.
  • CSAT Improvement: Increased the CSAT score from its initial low to 75% through effective scripting and soft-skills training.
  • Net Promoter Score (NPS): Achieved a 56% NPS, setting a record among all support departments.

Tasks We Fulfilled

  • Inbound Call Handling: Addressing customer inquiries and providing general product information.
  • Outbound Call Handling: Managing follow-ups, renewals, and clarifications with customers.
  • Email Support: Assisting with technical issues, minor software alterations, and license management via email.
  • Subscription Management: Handling subscription expiry notifications and renewals.
  • License Management: Managing software licenses and ensuring compliance.
  • Technical Support: Providing assistance with product usage and troubleshooting.

Results

Assistifier successfully met the IT firm’s goals, significantly enhancing customer satisfaction, stabilizing retention rates, and ensuring target profit levels. Our team developed effective communication solutions, training models, and quality assurance processes, delivering high-quality support services 24/7/365 globally.

Key Points

  • Effective division of labor and intensive training resulted in exceeding project goals.
  • Significant improvement in CSAT and NPS, setting industry records.
  • Comprehensive support operations, including inbound, outbound, and email support, ensured customer satisfaction and retention.

Project Summary

The IT firm partnered with Assistifier to enhance its CRM software customer support, resulting in remarkable improvements in customer satisfaction, retention, and profitability. By implementing a robust support model, intensive training, and effective communication strategies, Assistifier successfully met and exceeded the firm’s goals, setting new standards in the industry.

Summary Results

The IT firm partnered with Assistifier to enhance its CRM software customer support, resulting in remarkable improvements in customer satisfaction, retention, and profitability. By implementing a robust support model, intensive training, and effective communication strategies, Assistifier successfully met and exceeded the firm’s goals, setting new standards in the industry.