Banner
Browse by Industry:      

Knoah helps a large consumer electronics company launch web chat and grow it from a handful of agents to several hundred.

The Problem:

Several years ago, voice, email and self-service were the only available means of supporting the client’s customers. With voice as an effective but expensive channel and email as a cost effective but low customer satisfaction channel the company was interested in whether chat could take the best features of voice and email and deliver a better approach for
a new breed of customers that were increasingly preferring an interactive, online support channel.

The client was looking for a vendor who could effectively introduce Chat as a customer support channel in a turnkey fashion, providing both personnel, best practices and tools, and then scale it up over a period of time based on customer demand.

The Solution:

Knoah initially started the program with 2 agents in July 2007 and implemented the complete chat solution in two weeks in partnership with LivePerson and their best of breed chat tool. Knoah played a consultative and collaborative role in working with both LivePerson and the client to fine tune the approach to delivering chat on the client’s complex website. It advised the client on critical aspects, such as user-face functionality on its website (including mobile interfaces) in order to generate the maximum number of web chat interactions.

Knoah established a web chat delivery process that was scalable in terms of volumes while maintaining high quality and customer satisfaction. This approach paid off when Chat as a channel started contributing to higher customer satisfaction and the client required fast ramp ups of agents during the busy holiday season.

Delivering initial and ongoing product training was a crucial part of this engagement as well. Since the client has a huge range of products that were updated and enhanced on a regular basis, agents needed to be prepared to handle all contact drivers on both new and old models.

Results:

Since the inception of the project and its ongoing growth, the client was able to achieve the following:

  • Delivery of Chat as a cost effective customer support channel – One agent can handle up to 3 concurrent chats compared to one call at a time in the voice channel. This resulted in higher productivity and lower per contact costs.
  • Much higher CSAT (Customer Satisfaction) scores than email, as Chat was more engaging for customers and better suited to troubleshooting activities.
  • More effective conversations than the voice channel; agents could send a troubleshooting link to the customer via web chat, which is not possible on calls. This improved overall customer satisfaction and first call resolution.
  • Shifted volume away from the more expensive voice channel. As of today, chat accounts for 20% of overall customer support volume. As a result, the client experienced significant cost savings.

Conclusion:

Knoah Solutions provided the client with a viable and cost-effective chat support solution, consistently exceeding expectations and demonstrating a strong ability to scale up operations as needed during the holiday season without a significant negative effect on key performance indicators. Our flexible and sustainable approach to process, people and project management has led to a highly efficient agent staff who are continually trained to learn new skill-sets and support new product lines. This has been essential to the client’s growth, and today, Knoah Solutions is considered a key support partner in their multi-vendor support delivery strategy.

 
Client
A multinational consumer electronics conglomerate. Knoah works with multiple subsidiaries of the client, customizing the chat approach to fit different product lines and geographies
 
Industry/Vertical
Consumer Electronics
 
Knoah’s Service Offering/Channel
Customer Support Solutions - Web Chat and Email
 


upcmng-eventicon
upcmng-eventicon

News & Events

×
  • new-img1

    Dummy Text Here

    Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent in nisl sed sapien auctor luctus ac a massa. Vivamus ac nibh turpis. Fusce fringilla tempor sapien, a condimentum leo gravida et. Vivamus elementum, mi at tincidunt gravida, lorem nibh semper augue.augue.

  • new-img1

    Dummy Text Here

    Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent in nisl sed sapien auctor luctus ac a massa. Vivamus ac nibh turpis. Fusce fringilla tempor sapien, a condimentum leo gravida et. Vivamus elementum, mi at tincidunt gravida, lorem nibh semper augue.augue.

  • new-img1

    Dummy Text Here

    Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent in nisl sed sapien auctor luctus ac a massa. Vivamus ac nibh turpis. Fusce fringilla tempor sapien, a condimentum leo gravida et. Vivamus elementum, mi at tincidunt gravida, lorem nibh semper augue.augue.

Events

×
  • ccw-new-logo

    CCW

    17th Annual Call Center Week 2016
    (Conference + Expo)
    June 27 - July 01, 2016
    The Mirage, Las Vegas, Nevada

    • The Evolution Of Chat: A Case Study

      Abstract:Knoah & our Consumer Electronics client will share its journey in developing its chat channel from a several person exploratory pilot to handling over 2.5 million chats per year today.
      This presentation will discuss a variety of methods our client uses to promote and deliver a cost effective and high CSAT service and support capability with Chat. Knoah Solutions, will share its best practices in managing the chat agent population.