Cuts your Cost
Improve your Operations
Develop your Business
UK-based Bicycle Accessories Company wanted to cut down on customer support costs on their ecommerce platform + increase sales by responding to mails and messages on time
We assigned 3 agents who would maintain to manage their Amazon, eBay, and Direct website customer cases, mails, and queries. The entire support system was delegated to 3 of our support agents.
Sales went up 42% and overall customer satisfaction was improved. Customers received instant answers through email and received quick resolutions which converted into more sales for their products.
Detailed Results: Retail-Outsource actively maintained support for the Bicycle Accessories Company. We handle about 150 communications per day, live chat for pre-sale questions and for post-sale questions, email support, cases and escalations. Since we have taken over support from the previous in-house employees for the Bicycle Accessories brand, sales have steadily grown and there has been more repeat customer business.
The Bicycle Accessories company previously had a team of 3 doing the same work but only during business hours. Since we understand that business happens all day and all night, we kept our agents working one per 8-hour shift. This gave the brand a 24-hour, 7 day a week, 365 days a year coverage for their customers. Not only did this mean 3x amount of time for support, but we were able to do a more effective job than the previous in-house employees and were able to do it for a fifth of the cost that the Bicycle Accessories company was paying their in-house employees.