The Obstacle to Overcome:
A small startup with only a few employees began an e-commerce business that grew rapidly. Zontre specialized in Amazon sales and while their distributors and resellers started to grow, they did not have the people and /or experience in customer service. With most of the staff focused on growing the business, the lack of attention to current clients and process of putting together a care center was not a key strength that the company had.
PLAN TO EXECUTE:
Our call center manager put together a small customer service team to handle incoming calls, answer questions, provide tracking details via omni channel (text, email, voice), and an escalation procedure in 5 days. We created their own phone system (IVR) presence, ticketing systems, 800 numbers, and chat portals for an easy to reach and friendly customer service department.
We created a personalized phone system (IVR) presence, ticketing systems, 800 numbers, and chat portals for an easy to reach and friendly customer service department.
The client did not have to pay for overhead, recruiting, training, or any consultation fees. We were able to put this together within 1 week with the right staff and processes that allowed them to concentrate on growing their business.