May 22, 2024
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Service categories
Service Lines
IT Services
Domain focus
Other
Challenge
Gathering data from various online and physical retail channels.
Streamlining their online reporting process through robust back-office systems to ensure timely resolution and customer satisfaction.
Scalability for Growth: Building a support infrastructure that can adapt to SquareTrade's expanding business needs.
Gathering data from various online and physical retail channels.
Streamlining their online reporting process through robust back-office systems to ensure timely resolution and customer satisfaction.
Scalability for Growth: Building a support infrastructure that can adapt to SquareTrade's expanding business needs.
Solution
By leveraging a combination of technology and skilled personnel, the project achieved the following:
Enhanced Customer Experience
CRM Software: Managed customer interactions, tracked claims progress, and maintained detailed customer data.
Telephony Systems: enable efficient handling of voice calls from customers.
Email and Ticketing Systems: facilitate non-voice inquiries and communications.
Scalable Team: Established a dedicated multilingual customer support team in Manila, Philippines and Karachi, Pakistan, to accommodate SquareTrade's growing business needs.
By leveraging a combination of technology and skilled personnel, the project achieved the following:
Enhanced Customer Experience
CRM Software: Managed customer interactions, tracked claims progress, and maintained detailed customer data.
Telephony Systems: enable efficient handling of voice calls from customers.
Email and Ticketing Systems: facilitate non-voice inquiries and communications.
Scalable Team: Established a dedicated multilingual customer support team in Manila, Philippines and Karachi, Pakistan, to accommodate SquareTrade's growing business needs.
Results
Empowered SquareTrade to deliver exceptional customer care and achieve continued growth.
Created a data-collection infrastructure for future analytics.
We maintain an ongoing relationship with SquareTrade for website maintenance.
Empowered SquareTrade to deliver exceptional customer care and achieve continued growth.
Created a data-collection infrastructure for future analytics.
We maintain an ongoing relationship with SquareTrade for website maintenance.