Customer Support Services Case Studies



Logistics Facility

About the client

The client is steadily growing their business and wants to continue streamlining their business as they carry on with their operations. Given the nature of their business which involved storing, distributing, and transporting facilities regularly. Hence, it is inevitable that they have to answer endless queries frequently.

Dilemma

Albeit looking to expand their customer support operations, the client wanted to limit their expenses while enabling the following:

01

Consistently excellent customer experience.

02

Hassle-free assistance.

03

24/7 and real-time support.

NMS Solutions:

New Media Services offered to outsource additional customer support agents and live chat services. Outsourcing meant that the client did not have to pay excessively to have additional customer support staff while live chat helped activate a convenient way for customers to send inquiries anytime, anywhere.

Result:

Client successfully retained satisfaction for existing customers across the globe. Thanks to NMS’ in-house agents, 24/7 customer support is made possible even for customers calling outside the US. A self-service feature was also activated thanks to the customizable chat widget offered by the NMS team. As a result, customers could look up answers to queries that are typically asked about the client’s services.

Mobile Games Development Company

About the client

The client has a steady increase in the number of new users installing and checking out their mobile games on their smartphones. They weren’t a fairly new name in the industry. However, they were also keen on creating more new games based on the reception that they receive on the first set of games they developed.

Dilemma

More new users also meant the need for more competent customer assistance. Thus, the company wanted help with the following areas:

01

Real-time in-game customer support.

02

Systematic escalations.

03

Enhanced billing and refund management.

NMS Solutions:

The NMS team offered that the client outsources more customer support agents for voice, live chat, and email support. Voice support would help concerns involving billing and refunds as well as escalations. Live chat enabled in-game and real-time assistance, while email support was meant to help the client send exclusive offers to their loyal customers.

Result:

In three months, the client happily informed New Media Services that they gained more favorable reviews from customers. They were able to manage escalations and requests involving billing and refunds. More importantly, with fast assistance through live chat, timely service updates, and promo offers, the client generated higher sales and acquired more new customers.

Healthcare Company

About the client

The client is based in Tampa, Florida. They have been offering a variety of healthcare services in their locale. Their services included medical consultation, assisting in distributing and providing medication for patients, and linking patients to specialists and doctors for their specific medical needs.

Dilemma

01

The client has been offering a variety of healthcare services in their locale. Their services included medical consultation, assisting in distributing and providing medication for patients, and linking patients to specialists and doctors for their specific medical needs.

NMS Solutions:

New Media Services generated a Toll-Free number specifically for the client. The team likewise set up a customized chat widget for the client’s website, and outsourced customer support agents to handle large volumes of calls during peak hours.

Result:

There was a definitive increase in the average handling and response time of the client’s customer support. Health concerns of varying levels were addressed instantly, and it spurred a smooth-sailing flow of updating patient records, efficient medical consultation, and well-coordinated referrals to appropriate doctors and healthcare professionals. The live chat feature on the website also limited the number of people visiting their main office, since new customers could inquire through chat, and if they needed to talk to an agent, the messages were regularly monitored on the client’s headquarters. Thus, customers were immediately redirected to a healthcare expert or one of their customer service representatives.

Newly Opened Catering Service

About the client

The client’s humble food service venture gradually earned more new patrons over the years. They are comprised of a team of foodies who are passionate about mixing different cuisines and creating a new gastronomic experience for their customers.

Dilemma

01

One of the best ways to gain customer trust in a competitive industry is through delivering excellent customer support. The client wanted to show customers that, while they may be new to the business, they offer competitive prices, a unique menu worth checking out, and more importantly, friendly and accessible assistance at all times.

NMS Solutions:

What was NMS’ proposed solution? Live chat services and additional agents to respond to customer queries through social media. By including live chat on the client’s website, it was easier to track orders done through their website. Customers could inform their staff in case there were sudden changes with their orders, and they could chat with available representatives for inquiries on their menu. Also, additional agents who are assigned to extend customer service through the client’s social media page meant that more interested customers were converted into paying customers.

Result:

The client was happy with how things turned out for their business after employing live chat services and outsourcing social media customer support agents from New Media Services. Most of their customers were satisfied with the prompt response and they were also quick to recommend their products to friends and family members. Moreover, the client noticed a significant boost in traffic on both their social media and site pages.