E-commerce customer service

Simplification and optimization of e-commerce customer service for a retailer

Our employees took over customer service for the company. All mails were answered through Outlook, there were no KPIs, no answer catalogues, and no automatisms.

First, we evaluated the ideal ticketing software and then successfully implemented Zendesk. This software enabled the company to track all their transactions and internal queries. In addition, we were able to define and evaluate KPIs using the reports.

After that, we started to answer mails automatically. Whereas an answer was simple or non to minor clarifications were only necessary through other systems, the customer received their answers within 60 minutes. The answers were 100% automatic.

We also introduced a telephone software compatible with Zendesk. This meant that we could create a ticket for telephone enquiries and thus also track them.

In another phase, the ticketing system was connected to the CRM. This way, we were able to deposit all customer enquiries with the customer and thus ensure 100% omnichannel capability.

All these projects were managed and handled by our staff. The company gave us the specifications and our teams realized it in close cooperation with the client.