Online Store – Email Support & Ticket Handling
Online Store – Email Support & Ticket Handling
An e-commerce client required assistance managing high volumes of customer emails and support tickets, particularly during peak sales periods, while maintaining consistent service quality.
Challenges :
- ●
Ticket Volume
Managing large numbers of tickets with limited internal staff.
- ●
Response Consistency
Maintaining consistent response times and customer satisfaction.
- ●
Backlog Control
Preventing ticket backlog and delayed resolutions.
- ●
Staffing Costs
Hiring sufficient internal staff for 24/7 support was prohibitive.
- ●
Leave Impact
Staff absences caused response delays during critical periods.
Strategies Implemented:
Offshore team provided email and ticket management with rapid response protocols.
Introduced ticket triaging and escalation procedures for urgent queries.
Monitored KPIs to maintain performance standards and CSAT.
Introduced ticket triaging and escalation procedures for urgent queries.
Monitored KPIs to maintain performance standards and CSAT.
Results :
- Faster resolution of customer queries and reduced ticket backlog.
- Improved customer satisfaction ratings across all touchpoints.
- Continuous 24/7 coverage without in-house staffing gaps or high costs.
