For an e-commerce player, the supplier network is almost like the backbone of its business. Without suppliers, it won’t have appropriate products, and without the right products, it won’t get the customers. Therefore, supplier registration is an extremely crucial process for an e-commerce player.
Recently, VOLANS helped a major ecommerce customer support player handle a very high volume of outbound calls and emails for supplier registration. While we were providing support, we were cognizant of the fact that we had to maintain a very high accuracy rate and also stick to timelines.
Our expertise in handling calls and various backend tasks proved valuable in the successful execution of the task. For dealing with a huge volume of inbound and outbound calls, VOLANS deployed 45 customer support resources to work with the client’s team. Our team members also helped in app-installation and setting up appointments between the client and suppliers.
While our experts were taking care of backend tasks, the client could ensure that they had the right product-mix on their website for the consumers. In the modern-day and age, consumers have a short attention span. If they don’t find the product they are looking for, they move on to a different e-commerce website in seconds.
Thanks to our expertise, the client could focus on meeting the demands of their customers. Meanwhile, our team helped them book 175 appointments with suppliers in the second month of our engagement with them.
VOLANS enabled the client company to strengthen their seller-network so that they could improve the product-mix on their website. We wanted to deliver the best experience to the client. For that endeavour, our team members worked extended shift hours for seller support 12 by 7.
Our seamless support and expertise helped our client achieve an impressive customer satisfaction score (CSAT) of more than 95%. In other words, more than 95 per cent of the client’s customers were satisfied with the service provided to them.
VOLANS’ support in supplier registration, setting up appointments, and app installation did empower our e-commerce client to improve their process and meet their customers’ expectations.