Story
Series
Going Beyond the Shopping Cart
Going Beyond the Shopping Cart
Story
Series
Click
Every online retailer requires a robust customer service team who can cater to this wave of customer transactions on a daily basis. Most customer service teams are able to handle much of these queries easily.
However, there are specific requests that need a touch more than just phone handling skills. E.g. Returns and cancellations, delayed delivery, etc. that require knowledge and emotional intelligence.
When customer
voices go unheard
Our client, a leading online fashion
e-commerce retailer had a peculiar problem of calls not getting answered in a timely manner during peak times, leaving behind a long queue of “disgruntled customers” with unresolved queries.
Lack of multilingual skills brought little cheer for our client’s regional operations.
01
02
03
04
05
06
The
impact?
Processes, Skills, Training & Quality
Team Hexaware stepped in with the promise of “SUSTAINABLE GROWTH” for our client’s customer service operations ensuring high quality delivery. The key contributions from Hexaware:
Re-inventing the shopping cart:
A learning culture settles in
We appointed a special training team to ensure learning quality is on par with the very best in the industry. An in-house “Knowledge Portal” was developed which had scenario-based
learning methods.
We appointed a special training team to ensure learning quality is on par with the very best in the industry. An in-house “Knowledge Portal” was developed which had scenario-based learning methods.
This portal was customized as per our client’s requirement and played the key role of being an “Assistant to an Agent”. With this tool, Agents could now access step-by-step resolution methods while talking to the customer.
This made the customer service experience smooth while enhancing the call/chat quality and reducing the average handling time (AHT). Usage of the tool has helped the client manage high volumes during seasonal sales with the call abandonment rate dropping below 3%.
This tool helped agents manage complaints and escalations during season sales which was a major challenge for the client.
An initial demographic study by our operational analytics team showed that 85% of our client’s shoppers were millennials. We trained our customer service agents, most of whom were millennials themselves, to shop on the beta version of our client’s website/app.
Capitalizing on the millennial mindset
Key metrics at
a glance
In the immediate future, we aim to introduce self-service options wherein cognitive chatbots can resolve 30%-40% of all customer queries. We also plan to automate repetitive manual activities that will further reduce the customer handling time. Considering that our client already has a strong presence in Tier 1 and Tier 2 cities, Hexaware is now a strategic advisor to help them enter Tier 3 and Tier 4 cities. Our strong Hub and Spoke model in these cities will help our client accelerate towards their desired goal. Hexaware’s success is clearly measured by the growth of the client.
Shining up the future
Order Management Process
Recruitment Process
Loyalty Programs
Corrective Actions
Live Reporting tool
85%
Tap each item
90%
calls answered in 20 seconds
8%
increase in throughput
30%
rise in seasonal shoppers
With our agents reporting similar issues as faced by the shoppers, the initial training batch came up with an exhaustive list of recommendations, which were jointly vetted by the client and Hexaware to propose unique ideas for resolving customer disputes.
© 2019 Hexaware Technologies limited. All rights reserved.
Metro 101, Suite 600,101 Wood
Avenue South, Iselin,
New Jersey - 08830
Tel: +001-609-409-6950
Fax: +001-609-409-6910
NA Headquarters
152, Sector – 3
Millennium Business Park
‘A’ Block, TTC Industrial Area
Mahape, Navi Mumbai – 400 710
Tel : +91-22-67919595
Fax : +91-22-67919500
India Headquarters
Level 19, 40 Bank Street,
Canary Wharf,
London - E14 5NR
Tel: +44-020-77154100
Fax: +44-020-77154101
EU Headquarters
180 Cecil Street,
#11-02, Bangkok Bank Building,
Singapore - 069546
Tel : +65-63253020
Fax : +65-6222728
APAC Headquarters
Hexaware is the fastest growing next-generation provider of IT, BPO and consulting services. Our focus lies on taking a leadership position in helping our clients attain customer intimacy as their competitive advantage. Our digital offerings have helped our clients achieve operational excellence and customer delight. We are now on a journey of metamorphosing the experiences of our customer’s customers by leveraging our industry-leading delivery and execution model, built around the strategy— Automate Everything®, Cloudify Everything®, Transform Customer Experiences®. Hexaware services customers in over two dozen languages, from every major time zone and every major regulatory zone. Our goal is to be the first IT services company in the world to have a 50% digital workforce.
Learn more about Hexaware at http://www.hexaware.com
About Hexaware
of our client’s shoppers were millennials
Declining revenue!
Apart from this, a major challenge was managing the high call volume during seasonal sales that happened twice a year which accounted for a significant portion of the company’s revenue. During this time, the shopper activity rose to 3 times than usual and our client’s call centers were flooded with thousands of calls.
Another roadblock to customer satisfaction was that the orders were delayed, cancelled or returned leading to logistical nightmares. Unhappy customers turned to social media and online consumer forums with negative reviews damaging the brand of India's leading online fashion retailer.
Introducing an order management process for order processing, delivery, order modifications, query resolution, refunds and returns with cancellation and authorization requests, follow-ups and approvals, payment queries, help desk for installation, drop shop, feedback and so on.
Call abandonment rate decreased to less than
3%
85%+
Quality Score
error reduction
10%
A best-in-class recruitment process followed by extensive training programs and stringent background verification including screening at various levels
Successfully running the client’s loyalty program to maximize their customer base through regular feedback, loyalty points, client credits and so on.
Specialized team to analyze trends, common frontline errors and call drivers to enable clients take corrective actions before raising complaints, and handle escalations related to payments, refunds and logistics management - earlier handled in the general call queue.
Develop a live reporting tool to report hourly, daily or monthly SLAs including a simulator that maintains a call repository to measure call quality.
Read More
Read More
07
Introduction
When customer voices go unheard
Re-inventing the shopping cart
A learning culture settles in
Capitalizing on the millennial mindset
Key metrics at
a glance
Shining up
the future
This portal was customized as per our client’s requirement and played the key role of being an “Assistant to an Agent”. With this tool, Agents could now access step-by-step resolution methods while talking to the customer. This made the customer service experience smooth while enhancing the call/chat quality and reducing the average handling time (AHT). Usage of the tool has helped the client manage high volumes during seasonal sales with the call abandonment rate dropping below 3%. This tool helped agents manage complaints and escalations during season sales which was a major challenge for the client.
It must That’s what online shopping stands for. With customers making purchase decisions in just a few clicks, online retailers need to regularly add newer products to their shelves at the speed of light. Besides, they need to provide an extensive range of services like replacement guarantees, scheduled on-time deliveries, attractive discounts and above all, a stellar customer experience.
Order Placed
www.hexaware.com | marketing@hexaware.com
Back
Level 26, #44, Market Street
Sydney, NSW 2000, Australia
Tel : +61 2 9089 8959
Fax : +61 2 9089 8989
Australia Headquarters
90%
calls answered in 20 seconds
8%
increase in throughput
Call abandonment rate decreased to less than
3%
85%+
Quality Score
30%
rise in seasonal shoppers
error reduction
10%
Going Beyond the
Shopping Cart
We appointed a special training team to ensure learning quality is on par with the very best in the industry. An in-house “Knowledge Portal” was developed which had scenario-based learning methods.
This portal was customized as per our client’s requirement and played the key role of being an “Assistant to an Agent”. With this tool, Agents could now access step-by-step resolution methods while talking to the customer.
This made the customer service experience smooth while enhancing the call/chat quality and reducing the average handling time (AHT). Usage of the tool has helped the client manage high volumes during seasonal sales with the call abandonment rate dropping below 3%.
This tool helped agents manage complaints and escalations during season sales which was a major challenge for the client.
Going Beyond the Shopping Cart
Story
Series
Key metrics at
a glance
Read More
152, Sector – 3
Millennium Business Park
‘A’ Block, TTC Industrial Area
Mahape, Navi Mumbai – 400 710
Tel : +91-22-67919595
Fax : +91-22-67919500
India Headquarters
Level 19, 40 Bank Street,
Canary Wharf,
London - E14 5NR
Tel: +44-020-77154100
Fax: +44-020-77154101
EU Headquarters
180 Cecil Street,
#11-02, Bangkok Bank Building,
Singapore - 069546
Tel : +65-63253020
Fax : +65-6222728
APAC Headquarters
85%
of our client’s shoppers were millennials
When customer
voices go unheard
Processes, Skills, Training & Quality
Team Hexaware stepped in with the promise of “SUSTAINABLE GROWTH” for our client’s customer service operations ensuring high quality delivery. The key contributions from Hexaware:
Re-inventing the shopping cart:
Order Management Process
Recruitment Process
Loyalty Programs
Corrective Actions
Live Reporting tool
Lack of multilingual skills brought little cheer for our client’s regional operations.
The
impact?
Declining revenue!
Order Placed
Click
Introducing an order management process for order processing, delivery, order modifications, query resolution, refunds and returns with cancellation and authorization requests, follow-ups and approvals, payment queries, help desk for installation, drop shop, feedback and so on.
A best-in-class recruitment process followed by extensive training programs and stringent background verification including screening at various levels
Successfully running the client’s loyalty program to maximize their customer base through regular feedback, loyalty points, client credits and so on.
Specialized team to analyze trends, common frontline errors and call drivers to enable clients take corrective actions before raising complaints, and handle escalations related to payments, refunds and logistics management - earlier handled in the general call queue.
Develop a live reporting tool to report hourly, daily or monthly SLAs including a simulator that maintains a call repository to measure call quality.
01
02
03
04
05
06
07
This portal was customized as per our client’s requirement and played the key role of being an “Assistant to an Agent”. With this tool, Agents could now access step-by-step resolution methods while talking to the customer. This made the customer service experience smooth while enhancing the call/chat quality and reducing the average handling time (AHT). Usage of the tool has helped the client manage high volumes during seasonal sales with the call abandonment rate dropping below 3%. This tool helped agents manage complaints and escalations during season sales which was a major challenge for the client.
When customer
voices go unheard
Our client, a leading online fashion retailer with over 5,00,000 customers had a peculiar problem of calls not getting answered in a timely manner during peak times, leaving behind a long queue of “disgruntled customers” with unresolved queries.
Apart from this, a major challenge was managing the high call volume during seasonal sales that happened twice a year which accounted for 75% of the company’s revenue. During this time, the shopper activity rose to 3 times than usual and our client’s call centers were flooded with thousands of calls.
Another roadblock to customer satisfaction was that the orders were delayed, cancelled or returned leading to logistical nightmares. Unhappy customers turned to social media and online consumer forums with negative reviews damaging the brand of India's leading online fashion retailer.
We appointed a special training team to ensure learning quality is on par with the very best in the industry. An in-house “Knowledge Portal” was developed which had scenario-based
learning methods.
A learning culture settles in
An initial demographic study by our operational analytics team showed that 85% of our client’s shoppers were millennials. We trained our customer service agents, most of whom were millennials themselves, to shop on the beta version of our client’s website/app.
With our agents reporting similar issues as faced by the shoppers, the initial training batch came up with an exhaustive list of recommendations, which were jointly vetted by the client and Hexaware to propose unique ideas for resolving customer disputes.
Capitalizing on the millennial mindset
In the immediate future, we aim to introduce self-service options wherein cognitive chatbots can resolve 30%-40% of all customer queries. We also plan to automate repetitive manual activities that will further reduce the customer handling time. Considering that our client already has a strong presence in Tier 1 and Tier 2 cities, Hexaware is now a strategic advisor to help them enter Tier 3 and Tier 4 cities. Our strong Hub and Spoke model in these cities will help our client accelerate towards their desired goal. Hexaware’s success is clearly measured by the growth of the client.
Shining up the future
Hexaware is the fastest growing next-generation provider of IT, BPO and consulting services. Our focus lies on taking a leadership position in helping our clients attain customer intimacy as their competitive advantage. Our digital offerings have helped our clients achieve operational excellence and customer delight. We are now on a journey of metamorphosing the experiences of our customer’s customers by leveraging our industry-leading delivery and execution model, built around the strategy— ‘Automate Everything , Cloudify Everything , Transform Customer Experiences ’. Hexaware services customers in over two dozen languages, from every major time zone and every major regulatory zone. Our goal is to be the first IT services company in the world to have a 50% digital workforce.
Learn more about Hexaware at http://www.hexaware.com
About Hexaware
Metro 101, Suite 600,101 Wood Avenue South, Iselin, New Jersey - 08830
Tel: +001-609-409-6950, Fax: +001-609-409-6910
NA Headquarters
152, Sector – 3, Millennium Business Park, ‘A’ Block, TTC Industrial Area
Mahape, Navi Mumbai – 400 710
Tel : +91-22-67919595, Fax : +91-22-67919500
India Headquarters
Level 19, 40 Bank Street, Canary Wharf, London - E14 5NR
Tel: +44-020-77154100
Fax: +44-020-77154101
EU Headquarters
180 Cecil Street, #11-02, Bangkok Bank Building, Singapore - 069546
Tel : +65-63253020
Fax : +65-6222728
APAC Headquarters
Back
www.hexaware.com | marketing@hexaware.com
© 2019 Hexaware Technologies limited. All rights reserved.
Level 26, #44, Market Street Sydney, NSW 2000, Australia
Tel : +61 2 9089 8959
Fax : +61 2 9089 8989
Australia Headquarters
Every online retailer requires a robust customer service team who can cater to this wave of customer transactions on a daily basis. Most customer service teams are able to handle much of these queries easily.
However, there are specific requests that need a touch more than just phone handling skills. E.g. Returns and cancellations, delayed delivery, etc. that require knowledge and emotional intelligence.
It must That’s what online shopping stands for. With customers making purchase decisions in just a few clicks, online retailers need to regularly add newer products to their shelves at the speed of light. Besides, they need to provide an extensive range of services like replacement guarantees, scheduled on-time deliveries, attractive discounts and above all, a stellar customer experience.
at Asia Outsourcing Leadership Awards 2020
m
Awarded
Strategic Enabler of the Year
Story
Series