Customer Support Services

Rejuvenates a leading Indian Online Food Portal by offering Customer Support services.

Client’s Background

The client is one of India's leading online Food Ordering portals with a growing customer base in the Indian market.

Project Requirements

With rapid business growth, the client's existing call center needed to deliver superior customer experience.

Business Areas of Concern
  • Managing increased outbound order call volumes
  • Increasing peak capacity to handle orders during campaigns
  • Ramp-up and additionally trained agents, at short notice
  • Reduce costs
  • Increase flexibility to handle seasonal & weekend peaks

Solution

Suma Soft set up a dedicated and secure customer service call center equipped with voice and internet infrastructure. A fully-trained customer support experts team was put in place to handle all types of calls, queries, and customers' requests. We deployed a highly skilled team for centralized operations in Online Support via email & chat, Feedback Calling & Void Order confirmations, and a complete Content Management process.

Recently Suma Soft added the upselling part on the order processing platform. Our highly experienced team manages different client brands under one roof with a scalable and flexible infrastructure supporting peak volume during weekends and holidays.

The Primary Objectives for Suma Soft's Customer Service Call Center Were

  • Managing order tracking and coordination for on-time delivery of orders
  • Coordinating with outlets & customer for replacements
  • Identifying upselling opportunities for increasing revenue
  • Handling customer queries for refund, offers & menu items
  • Managing content updation for display on mobile app & website along with updating non-availability of items/stores
  • Online chat support availability with a TAT of 10 mins
  • Replying to customer emails and follow up for closures with relevant departments

Business Outcome

Suma Soft put a scalable team consisting of over 75 processing associates with extensive training on the client's requirements. The staffing plan was tailored to meet weekend volume peaks and campaign-based peaks. The process-focused and quality system was implemented at Suma Soft resulting in meeting client SLAs for better turn-around time and quality.

The voice infrastructure was deployed on top of the hosted call center platform. This provided the flexibility to ramp-up or down the call center seats to handle peak volumes, even at short notice.

Advantages of Suma Soft’s System
  • Easily configurable IVR
  • 100% call recording
  • In-built ACD and MIS with detailed call statistics
  • Detailed MIS and reporting system implemented with critical SLAs
  • Effective call-handling processes and scripting

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