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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 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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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.