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.

  • 400-500

    tickets per agent

  • 19

    customer support representatives

  • 83%

    CSAT

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. 

Mindy Support is ISO 9001 certified. Our information security management system (ISMS) is built on the basis of ISO 27001:2013 international standards that helps organizations keep information assets secure.

We are committed to respecting all rights of the data subjects under the General Data Protection Regulation (GDPR) (EU) 2016/679. According to the Article 28 of the GDPR, the relationship between the controller and the processor are regulated by Data Processing Agreement, which we put in place with every Client.

Results Delivered to the Client

  • Mindy Support assembled a team of 19 customer support representatives

  • 400-500 tickets per agent serviced daily

  • Increased the CSAT from 64% to 83%