Customer Success, zCase Study
Increased Sales by 50% and Reduced Customer Support Operations Cost by 180% for a Leading eCommerce Marketplace.
atif | Updated: December 15, 2022
Increased Sales by 50% and Reduced Customer Support Operations Cost by 180% for a Leading eCommerce Marketplace.
Overview
The client is one of the leading eCommerce marketplaces, providing a platform to various sellers and buyers across the globe to sell and purchase products online.
The Challenge
To establish a process-driven outsourced customer support process that will support both buyers and sellers. The team was required to understand and resolve the issues with negative branding and low customer satisfaction, along with effective query management, escalations management, abuse control, fraud investigations, and fraud monitoring.
Our Solution
Trantor set up a team of Customer Support professionals having eCommerce domain and passion for delivering WOW Customer experience across multiple support channels. The team initially discovered customer needs and current processes, defined goals to be achieved, and set up the process playbook for them to operate effectively. The customer support was divided into key verticals, i.e., Sales Support, Priority Customer Support (for social media complaints), Order & inquiry Support, Escalations Management Team, Fraud Team, and Risk Team.
Key Implementations:
- Risk Management –Monitoring queue for orders flagged with a fraudulent pattern for both seller and buyer, reviewing high-value transactions, Reviewing customer data (KYC, etc.), training staff on client’s provided tools (Cybersource). Continuously improved the Risk process playbook to bring down fraudulent incidents.
- Fraud & Legal team – Performed investigations on reported fraud, coordinated with Cyber Cell, L1 Support, and Clients. Provided support on Card fraud, ID Theft, Policy abuse, etc.
- Priority Customer Support Team – Monitored the complaints reported from Social Media and Customer Chat and resolved them on priority. Escalated the cases to an Escalation management team for effective handling of customers in pain (difficult to manage)
- Effective management of multi-channel support contact using industry-leading CRM solutions. The system enabled us to generate real-time reports and dashboards to track KPIs effectively.
- Order management & inquiry team – To handle customer inquiries related to order shipment, delivery, returns, incorrect or incomplete order delivered, etc., unblocking customer accounts, unexplained charges to customer accounts, etc.
The Results
- Improved Risk monitoring resulted in capturing high-value fraudulent activities resulting in loss of money and reputation of the marketplace.
- Compliance with policies and rules from the Risk team resulted in the automated flagging orders that qualified for a thorough review.
- Increase in annual Sales by 50%
- 97% Response time SLA Compliance achieved
- Reduction in customer support operations cost by 180%
- Met KPIs for order returns and Chargebacks on payments
- Complete visibility into Customer support metrics and KPIs resulted in faster trust building and long-term mutually beneficial association with Trantor.
- Defined & Implemented new processes (Alexa-based order status support etc. ) to enable customers to enjoy the self-service customer experience
- Delivered satisfaction through our escalation management team on 95% of disputes logged in the last year
- Delivered the WOW Customer Experience
