eCommerce Case Study

Obstacle

A large Amazon e-commerce company needed a scalable solution to meet the challenges of the following:
i. Handling Customer Messages
ii. Monitoring Seller Review Comment
iii. Resolving Issues with Shipping
iv. Capturing Data
v. Protecting Intellectual Property
vi. C0ntact Data Mining
vii. Designing and Setting up a Multi Channel Communications Platform to Ensure the Highest Level of Response in our very Competitive Industry
viii. Technical Support to Avoid Costly RMA Costs and Lower Return Rates
ix. Protect the Company from Fraud

Solution

 

We designed and implemented a team that comprised of the right strengths of each of the obstacles and solutions that were needed. Tickets and cases would be routed to the appropriate agent on handle to handle the needed request and cross trained all reps to provide redundancy and coverage. Each team was monitored by other e-commerce team leaders and mentors to ensure continuity and training. Culture was key and consistency over time wins.

 

 

 

Results

With the e-commerce back office team now established with scalable, affordable, and effective SOP’s (Standard operating procedures) this company was able to acquire and grow while increasing their margins and growth targets.

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