E-commerce customer service

Simplification and optimization of e-commerce customer service for a retailer

Our employees took over customer service for the company. All mails were answered in Outlook, there were no KPIs, no answer catalogues, no automatisms.

First, we evaluated the ideal ticketing software. Then we successfully implemented Zendesk. This enabled the company to track all transactions and internal queries. In addition, we were able to define and evaluate KPIs using the reports.

After that, we started to answer mails automatically. Where an answer was simple and no or simple clarifications were necessary in other systems, the customer received the answer within 60 minutes. The answer was 100% automatic.

We also introduced telephone software that was 100% compatible with Zendesk. This meant that we could also create a ticket for telephone enquiries and thus also track all enquiries.

In another phase, the ticketing system was connected to the CRM. This way, we were able to deposit all customer enquiries with the customer and thus ensure 100% omnichannel capability.

All these projects were managed and handled by our staff. The company gave us the specifications and our teams realized it in close cooperation with the client.