50% reduction in operational costs of technical support team

Problem:

The client is a leading GSM mobile phone service and maintenance company. Their technical products and services cover the full range of GSM-based mobile phone systems for users all over the world. This client needed a team to help with technical support – chat and email ticketing support, for their customers. But to hire and train a team in-house was turning out to be very expensive.

Client’s expectation from Integra

Our client needed an experienced team of live chat support agents available 24/5 to handle rep-sales, post-sales and technical issues. Effective sales skills were required for pre-sales and customer handling skills were necessary for post-sales. Additionally, they also wanted to provide technical support to their customers who would be seeking assistance to their customers who would be seeking help on mobile phone issues, troubleshooting, generating unlock codes and solving any ad-hoc issues.

Our solution to the problem 💡

The client would have spent at least 50% more had they hired and trained an in-house team when compared to outsourcing these tasks to Integra. Our team quickly took on all these responsibilities. The client was very impressed with our work. Since it was more feasible to outsource the tasks to another team, they decided to enlist Integra's help.

Tasks handled 📋

Pre-sales support
Post sales support
Order management
Troubleshooting
Technical issues handling

Result 👍

50% savings due to outsourced work
Improved customer support channels

Our team was trained on all aspects of the client’s business and within a very short time took on all these responsibilities. Our team is currently handling an average of 20,000-25,000 chats and about 8000 support tickets per month. Our customer's business is highly successful and they are happy to have chosen Integra as their outsourcing partner.