The client’s product is an online marketplace for books and electronic items. To
address issues of customers an efficient and prompt Customer service is required
wherein the customers can enquire not only matters of general interest but also
on specific issues such as e-shopping, order status, order shipping and so on.
The queries from the customers range from common queries to elaborate queries.
A comprehensive Customer support module was required with a dedicated
pool of Customer service professionals. The Customer Service requirement was
not only to deal with the customer but also deal with the representatives of the
partner websites.
The partner websites are business associates of the client from where the orders
come into its marketplace.
Q3 Technologies provides broadly three types of customer support to this client
since January 2005:
- Email Support
- Voice (Voicemail) support
- Attending to customer queries through Faxes
The Customer Support has a web interface wherein all the customer mails are
answered using the FAQ’s (predefined) responses with some personal touch of
customizations. Q3 takes full responsibility and ownership of the customer
support of the client. Apart from responding to customers Q3 proactively works
on new issues in Customer service at CS and provides their effective resolution,
works closely with the Customer service team of other partner sites, suggests
improvements and extends exciting offers to customers to increase ratings of the
client’s marketplace.
A unique feature of Q3’s endeavor with this client is collecting negative feedbacks
and providing a resolution for them. This is a completely quantifiable process and
directly affects the client’s ratings on the various online marketplaces. |
We have found Q3 to be flexible, technically superior and most importantly strictly adherent to deadlines. With little in the way of formal specifications they have worked their magic accurately, thoroughly with little or no corrections. I find the entire team, especially our technical liaison, to be available and really understand our customers’ needs and desires for challenging software. I highly recommend Q3 to all those who need a outsource partner with depth, breadth and a competitive cost structure.