Dexter: A Crystal Clear Cleaning Experience
Gadgets Cleaner
Digitech Outsourcing Solution managed Dexter – a US-based cleaning company – with its email support service...
READ MOREWhat is Email Support Service and Why is it Important?
Providing exceptional customer experience begins with a commitment to promptly assist people when they need it most. Regardless of the quality of your product or service, and the sophistication of your tools and technologies, customers will seek alternatives if their inquiries or concerns go unanswered.
Email Support Outsourcing plays a pivotal role in ensuring customers receive timely responses aligned with your business’s Service Level Agreement (SLA). It not only addresses immediate needs but also fosters long-term customer loyalty and retention. Customers favor email communication due to its convenience, especially for complex issues where they trust support agents to thoroughly understand and resolve their concerns.
At Digitech Outsourcing Solution (DOS), we offer Email Support Service utilizing third-party helpdesk software or seamlessly integrating with your existing system. Our dedicated team of human resources manages customer service inquiries via email, leveraging advanced technologies such as ChatGPT to enhance performance and productivity. Whether you’re a startup, small business, medium-sized enterprise, or large corporation, we tailor our services to meet your needs. Handling over 20,000 emails per month alongside phone calls and live chat interactions, we ensure seamless and efficient Email Support for your business.
How we Measure Team Performance
At our company, we prioritize data and analytics to gauge our performance effectively. We utilize various performance metrics, including CSAT (Customer Satisfaction) scores, SLA (Service Level Agreement) breaches, customer reviews, and other reports that provide insights into our customers’ primary concerns.
Our support system of choice is Zendesk, which seamlessly integrates with your CRM. However, we have experience with other systems such as Shopify and ZohoCRM. You can either opt to utilize our systems or integrate with your existing technology.
Typically, we maintain a CSAT score of 85% and higher, with SLA response times for emails averaging less than 6 hours. While many businesses require a 24-48 hour SLA, we understand that each customer base and business activity may have unique needs. Therefore, we offer SLA response times ranging from 1 hour to 24 hours, tailored to your specific requirements.
How Onboarding Works
Our onboarding process is designed to be straightforward yet thorough, ensuring success for both parties involved. Here’s how it works:
1. Share Your Project Requirements: Begin by providing us with your project requirements and any relevant documentation, such as SOPs (Standard Operating Procedures) or access to your website.
2. Internal Training: Our team completes internal training based on the provided project requirements and documentation to ensure they are well-prepared to handle your specific needs.
3. Zoom Meeting: A Zoom meeting is scheduled to review all the standards and training materials with you. This allows us to align our processes and expectations to ensure a smooth transition.
4. Go Live: Once the training and alignment are complete, we go live on answering emails, promptly addressing customer inquiries and providing support as needed.
With our streamlined onboarding process, we aim to ensure a seamless and successful transition for both parties involved.
