The client is a UK-based seller of live plants and gardening material to consumers; their business model is a simple straight forward one of selling different varieties of plants and gardening material. They are a one-stop solution for home gardening.
Due to the global COVID-19 pandemic and lockdown, they saw a huge surge in their business inflow. Thus, to support this surge, they required a professional approach to address their customers' needs through email. They wanted a team of 15-20 agents handling email support wherein the reps would customize and populate email responses case by case.
The client wanted the pilot team to start training ASAP and, due to the surge in their business inflow, they had a time-bound expectation to clear the backlog of unanswered cases.
It was critical to recruiting, train, and set up the operations to kickstart and answer live tickets within a week from signup. The client was quite specific in terms of quick setup and launch. FWS was able to facilitate training and fill up seats within the specified timeline.
The client was pleased with the service offerings provided by Flatworld Solutions. The partnership certainly helped the company to overcome some of the challenges they faced earlier. The client experienced an increase in efficiency and improved conversion ratios in backlog cases. The client also attained considerable cost-savings due to a reduction in operational costs.
Flatworld Solutions is a leading provider of email support services as well as a comprehensive range of other customer support services. We are also an ISO 9001:2013-certified team, which ensures that you will always receive the most professional and high-quality services from us. We have a team of email and other customer support agents that are trained, qualified, and committed to providing outstanding services. With us by your side, you can confidently focus on your core business areas while we provide the required email and other customer support services.
Contact us now to discuss your email support needs and we will be glad to help.
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