Customer Support Services

Rejuvenates a leading Indian Online Food Portal by offering Customer Support services.

Client’s Background

The client is one of India's leading online Food Ordering portals with a growing customer base in the Indian market.

Project Requirements

With rapid business growth, the client's existing call center needed to deliver superior customer experience.

Business Areas of Concern

Managing increased outbound order call volumes
Increasing peak capacity to handle orders during campaigns
Ramp-up and additionally trained agents, at short notice
Reduce costs
Increase flexibility to handle seasonal & weekend peaks

Solution

Suma Soft set up a dedicated and secure customer service call center equipped with voice and internet infrastructure. A fully-trained customer support experts team was put in place to handle all types of calls, queries, and customers' requests. We deployed a highly skilled team for centralized operations in Online Support via email & chat, Feedback Calling & Void Order confirmations, and a complete Content Management process.

Recently Suma Soft added the upselling part on the order processing platform. Our highly experienced team manages different client brands under one roof with a scalable and flexible infrastructure supporting peak volume during weekends and holidays.

The Primary Objectives for Suma Soft's Customer Service Call Center Were

Managing order tracking and coordination for on-time delivery of orders
Coordinating with outlets & customer for replacements
Identifying upselling opportunities for increasing revenue
Handling customer queries for refund, offers & menu items
Managing content updation for display on mobile app & website along with updating non-availability of items/stores
Online chat support availability with a TAT of 10 mins
Replying to customer emails and follow up for closures with relevant departments

Business Outcome

Suma Soft put a scalable team consisting of over 75 processing associates with extensive training on the client's requirements. The staffing plan was tailored to meet weekend volume peaks and campaign-based peaks. The process-focused and quality system was implemented at Suma Soft resulting in meeting client SLAs for better turn-around time and quality.

The voice infrastructure was deployed on top of the hosted call center platform. This provided the flexibility to ramp-up or down the call center seats to handle peak volumes, even at short notice.