Knoah helps a large consumer electronics

Case
Study
Knoah helps a large consumer electronics company launch
web chat and grow it from a handful of agents to several
hundred.
Industry Vertical:
Consumer Electronics
Knoah’s Service Offering/Channel:
Client:
Customer support solutions
A multinational consumer electronics conglomerate. Knoah works
with multiple subsidiaries of the client, customizing the Chat
approach to fit different product lines and geographies
Web chat
Email
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Case
Study
PROBLEM:
Several years ago, Voice, Email and Self-service were
the only available means of supporting the client’s
customers. With voice as an effective but expensive
channel and email as a cost-effective channel but with
lower customer satisfaction ratings, the company was
interested in whether Chat could take the best
features of Voice and Email and deliver a better
approach for a new breed of customers, that were
increasingly preferring an interactive, online support
channel.
The client was looking for a vendor who could
effectively introduce Chat as a customer
support channel in a turnkey fashion, providing
both personnel, best practices and tools, and
then scale it up over a period of time based on
customer demand.
SOLUTION:
RESULTS:
Knoah initially started the program with 2 agents in July 2007
and implemented the complete chat solution in two weeks in
partnership with LivePerson and their best of breed chat tool.
Knoah played a consultative and collaborative role in working
with both LivePerson and the client to fine tune the approach
to delivering chat on the client’s complex website. It advised
the client on critical aspects, such as user-face functionality on
its website (including mobile interfaces) in order to generate
the maximum number of web chat interactions.
Since the inception of the project and its ongoing growth, the
client was able to achieve the following:
Knoah established a web chat delivery process that
was scalable in terms of volumes while maintaining
high quality and customer satisfaction.
Much higher CSAT (Customer Satisfaction) scores than
Email, as Chat was more engaging for customers and better
suited to troubleshooting activities
This approach paid off when Chat as a channel started
contributing to higher customer satisfaction and the client
required fast ramp-ups of agents during the busy holiday
season. Delivering initial and ongoing product training was a
crucial part of this engagement as well. Since the client has a
huge range of products that were updated and enhanced on a
regular basis, agents needed to be prepared to handle all
contact drivers on both new and old models.
Delivery of Chat as a cost-effective customer support
channel – One agent can handle up to 3 concurrent
chats compared to one call at a time in the voice
channel. This resulted in higher productivity and
lower per contact costs.
More effective conversations than the Voice channel;
agents could send a troubleshooting link to the customer
via Web chat, which is not possible on calls. This improved
overall customer satisfaction and first call resolution
Shift volume away from the more expensive voice channel.
As of today, chat accounts for 20% of overall customer
support volume. As a result, the client experienced
significant cost savings
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Case
Study
CONCLUSION:
Knoah Solutions provided the client with a viable and cost-effective chat support solution, consistently exceeding expectations and
demonstrating a strong ability to scale up operations as needed during the holiday season without a significant negative effect on
key performance indicators. Our flexible and sustainable approach to process, people and project management has led to a highly
efficient agent staff who are continually trained to learn new skill sets and support new product lines. This has been essential to the
client’s growth, and today, Knoah Solutions is considered a key support partner in their multi-vendor support delivery strategy.
The client was looking for a vendor who could effectively introduce Chat
as a customer support channel in a turnkey fashion, providing both
personnel, best practices and tools, and then scale it up over a period of
time based on customer demand.
Delivery of Chat as a cost-effective
customer support channel – One
agent can handle up to 3 concurrent
chats compared to one call at a time
in the voice channel. This resulted
in higher productivity and lower per
contact costs.
Knoah established a web chat delivery process
that was scalable in terms of volumes while
maintaining high quality and customer
satisfaction.
Shifted volume away from the more
expensive voice channel. As of today,
chat accounts for 20% of overall
customer support volume. As a result,
the client experienced significant cost
savings.
Our flexible and sustainable approach
to process, people and project
management has led to a highly
efficient agent staff who are continually
trained to learn new skill sets and
support new product lines.
About Knoah:
Whether you’re a Fortune 500 company or an SMB, Knoah Solutions’ global BPO services create memorable
experiences that matter to your brand. Our customizable and flexible, multichannel solutions help you meet the
needs and challenges of each of your customers through voice, chat and email to our award-winning TotalAssure QA
third-party call monitoring solution; all powered by our proprietary WFO tool, KnoahsARK. Knoah has the
adaptability that big companies can’t provide and a level of competency and scale that smaller companies can’t
deliver on. Knoah’s innovative and consultative approach has repeatedly earned us awards and recognition from
independent review bodies like IAOP.
www.knoah.com | 702-722-5005 | [email protected] | Las Vegas | Hyderabad | Pune
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