Helping an Austrian Online Marketplace Manage It’s Customers and Help Them Find New Ones
Client Profile
Industry: E-commerce
Location: Austria
Size: 101-250
Company Bio
The client is an online marketplace that uses a mobile and browser-based platform for private buying and selling of things in the area.
Business Challenge
Since the client operates a very popular online marketplace in German and English-speaking countries they receive a large volume of tickets every day, about 400-500 per agent. These tickets are inquiries from clients that come in via chat and email. In order to deal with such a large volume of tickets, they created some shortcuts, which were prepared responses for each type of inquiry, but these shortcuts were not properly answering the clients’ inquiries. In order to resolve these issues, the client turned to Mindy Support for Assistance.
Solutions Provided by Mindy Support
Mindy Support assembled a team of 19 customer support representatives to answer customer requests via email and chat. Each request is assigned to a specific representative who will be responsible for providing a personalized response. Our sales team also helps the client find new shops to list their items on their platform. We are also seeking, launching and supporting new shops through the start period. We have been working on this project for almost two years now and we were able to increase the first call resolution (FCR) rate and the CSAT as well.
Results Delivered to the Client
- Mindy Support assembled a team of 12 customer support representatives
- 400-500 tickets per agent serviced daily
- Increased the CSAT from 64% to 80%
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We have a minimum threshold for starting any new project, which is 735 productive man-hours a month (equivalent to 5 graphic annotators working on the task monthly).
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