Wingo Starr Group Cronology
E-Commerce
Solution
Ensure availability of complete inbound & outbound customer
service during working hours
Developed IVR welcome services & inquiry segment
Ensured inbound seller services, account inquired, shopping
cart & order details
Facilitated lead generation
Results
Ease of access & timely & accurate dissemination of information
Provide intensive training to call centre representative
Seamless workforce following the custom-made workflow
The Client
Our client is a leading channel in Australia & Malaysia engage in e-commerce. Our client wanted to create a global e-commerce platform wherein consumers could find all the discounts items & vouchers on items they wanted to buy. The aim was to provide customer with great saving, fast & reliable delivery & trusted convenient online shopping experience. They wanted to stand by their commitments & priorities which is full purchase protection, safe & secure payment options
Business Challenges
Our client is a new player in e-commerce back in 2015 with big ambition. They wanted our support in building robust & enrichment of customer service experience. Their aim is to become the number one of ecommerce saving platform in consumer segments in Australia & Malaysia. To put our clients businesses in priority, they key challenge was to build the workflow and hiring the right people with suitable skill sets.
Our Solution
We crafted & customized our workflow to hit the clients objectives. Given with the fast pace of digital era, we lean down the process & equipped our connected team with our best practice. The customize solutions as follows:
Top-Notch Training Modules
Develop & provides a library knowledge in our portal to ease our connected team. Equip our connected team in an environment where our trainers introduced new members to their roles, specified training, monthly skills enhancement and 1 to 1 approach
Workflow Perfections
- VR design to divert specific inquiries to the right resolutions
- Initiating Live Chat Bot to increase the productivity
- Facilitating Spike Live Calls
- Initiating voicemail facilities after operation hours
12 X 7 Call Centre
- Wingo Starr Group served as the first point of contact for customer facing account inquiries, shopping cart issues, shipping & order details.
- We create data analysis & plan that helped to cater high call volumes triggered during any promotional launching.
- We create a capable connected team to create ticketing to our external delivery teams
- A provision for 10 additional connected team members were made for available for any assistance when neccessary
Onboarding Solutions
Launching on boarding process to facilitate new account holders
Sourcing & registering new merchant to sell their products in Australia & Malaysia
WSG Services
Responsible for service commitments & daily operations that the organization provides for its customers
Customer & Business Call Centre Services, including key account & connect team with a 12 hours 7 days call centre for account inquiries, shopping carts, shipping & order details
Ticketing & Resolutions Services coordinating with the delivery contractors
Key Result & Benefits
Custom-build & specific process flow which apply rule & guideline were set for the call centre representatives to achieve seamless customer service journey
High conversion & growth in E-Commerce business
Enhance seller experience across every channel and touch point
Maximize the productivity and improve agent efficiency
Reducing operating cost by optimizing efficiency of people & system
The Improved Outcome
They became one the top notch e-commerce company with millions of
transactions per month