E-Commerce Case Study

E-Commerce Case Studies

Case Study: Company XXX (An E-Commerce Company) - Driving Growth and Efficiency in Customer Service Operations

Overview

This Company, is one of India's largest e-commerce platforms, partnered with iLeads to enhance its customer service operations. With a vision to create a reliable and seamless commerce ecosystem, the Company sought to improve customer experiences and streamline its processes.

Scope of Service:

TiLeads provided comprehensive inbound and outbound services, including voice/non-voice support, chat assistance, email services, and backend operations. The partnership aimed to deliver exceptional customer service across various touchpoints.

Key initiative

Outbound Voice Process (OVS LOB): Started with a team of 20, the OVS LOB expanded to 45 employees in just 1.5 months. The process involved verifying product shipping addresses to prevent delivery issues.
Chat Customer Support Process (CHAT LOB): Initially staffed with 20 employees, the CHAT LOB expanded to 45 employees within 1.5 months. The focus was on providing instant resolutions to customer queries, requests, and complaints.
Inbound Voice Process (CMN LOB): Started with 35 employees, the CMN LOB grew to 60 employees in just one month. The team assisted customers with their queries, requests, and complaints, with a focus on maintaining high CSAT scores.
Backend RMT LOB: A blended process started with 10 employees, the RMT LOB expanded to 15 employees in the coming month. The team closed customer concerns via email and outbound calls.

iLeads and Company XXX Base Camp Achievements:

Completed seamless skill-based hiring within the provided timeframe, achieving a team of 60+ employees to fill a 40-seat delivery.
Maintained attrition under the 10% mark from training to floor hit, ensuring a stable workforce.
Achieved scale-up for 150 seats across four separate LOBs (CMS, OVE, WA CHAT, RMT Backend).
Achieved a progressive CSAT movement from 79% to 83% on a month-on-month basis, ranking second among tenured vendors.
Successfully ramped up operations in 2022, demonstrating scalability and operational excellence.

Conclusion

iLeads' partnership with the Company has been instrumental in driving growth, efficiency, and customer satisfaction in their customer service operations. Through strategic initiatives and a focus on quality, iLeads has helped the Company create a more reliable and frictionless commerce ecosystem, aligning with their vision.