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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.

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Knoah’s strong analytical capabilities help a US Cable telecommunications giant improve KPIs for the chat channel

The Problem:

The client was frustrated by the chronic underperformance of an existing BPO provider on their technical support chat channel. Specifically they were not able to move KPIs like CSAT/DSAT or FCR into acceptable ranges. They attributed the lack of progress to:

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Knoah enables a multinational web-based travel portal to achieve high ROI through proactive chat based online sales solution

The Problem:

The client recognized that a number of visitors came to their travel website and browsed through travel related services and products, but were often confused about what they wanted to buy. While some customers did contact the call center and seek assistance with their purchase or product queries, other customers would simply leave, many times with orders in the online shopping cart.

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Knoah delivers seamless multi-channel customer support with integrated CRM solutions to a consumer electronics product company

The Problem:

The client is a manufacturer of electronic gadgets and devices such as tablets, mp3 players, Bluetooth headsets, mobile and video cameras, which are marketed under different brand names. Customers of these products are directed to the company helpline for support, rather than the retailer. Prior to engaging with Knoah, support was being provided in-house...

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Knoah Solutions ensures calibrated and actionable QA evalutations on more than 1500 sales, retention and collections agents at a major cable TV/Broadband services provider

The Problem:

The client has over 1500 agents in ten sites handling B2C business operations relating to sales, retention and collections in both English and Spanish. Inconsistent and non-conforming agent behavior led to a significant impact in closing new sales, avoiding churn, and collecting on past due accounts.

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Knoah enables a multinational networking and telecommunications equipment and services company to deliver omni-channel customer support offerings including social engagement and ecommerce support in North America

The Problem:

The client was already offering voice and e-mail support channels to its customers in North America through an outsourced contact center. Anticipating the demands that business growth would put on their customer support channels, the client was interested in exploring whether there might be a more flexible service provider with the ability to deliver a full range of contact center engagement options for their customers at possibly better rates...

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Knoah enables an American language learning software company with millions of customers in more than 150 countries to offer improved multi-channel customer support

The Problem:

The client needed to provide a low cost, highly responsive, multi-channel (voice, chat and email) support solution to assist customers that had purchased its industry leading PC and cloud based software platform for language learning. Its current offshore provider struggled to provide effective management and infrastructure to handle their growing business...

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A leading telecom carrier bridged the gap in Quality & Customer Satisfaction resulting in cost savings which more than paid for Knoah’s quality program

The Problem:

A leading telecom carrier was looking to improve its retail customer service quality program. The customer types include Pre-Paid, Post-Paid, Data, and High-Value. Customer Service interactions were handled by 18 different vendor locations serving 12 different languages. The existing QA program was inconsistent and inadequate in measurement with a lack of actionable insights for effective coaching purposes...

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Knoah enables a leading sales intelligence services provider to improve and expand its core database

The Problem:

In order to provide ongoing value to its paying subscribers, the client needs to continually update, verify and increase its existing prospect database offered to those subscribers. They were looking for a flexible, cost effective offshore service provider who could validate the existing contacts database and also create and maintain an improved database of key decision makers...

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Knoah enables an American transcription company for U.S. automotive dealerships to become more efficient, effective, and customer-retentive

The Problem:

The client wanted Knoah to transcribe customer calls in near real time for the various automotive dealerships in the U.S that they serviced. This transcript document was meant to capture details of the conversation between the customer and the executive handling the account...

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News & Events

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Events

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  • 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.

Case Studies

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