Email Support Services Case Studies



Freight Company

About the client

The company has been operating for nearly five years and they want to increase awareness about their services to a broader range of clientele. Knowing that gaining more exposure for their services and engaging more customers and business partners is easier using the internet, they want to augment their presence online through their website. They want their business website to be an additional source of touchpoints aside from their existing contact channel.

Dilemma

The client was looking for a way to maximize their website and online presence to accommodate more customers and make the following possible:

01

Send consistent updates on their services to customers and potential business partners

02

Have a customer service email address to accommodate all queries and feedback about their services

03

Entertain queries from international customers 24/7

04

Provide multilingual support to internationally based customers

NMS Solutions:

New Media Services offered Email Support Services to the client. The service came with customizable replies that supported embedded images in links. In this manner, it was easier to provide customers with sufficient information and responses to their queries. NMS’ email support also supports multiple languages in English, Spanish, French, and Italian, making it the right fit for the nature of the client’s business.

Result:

More customers were enticed to visit the client’s website because they saw it as a convenient way to learn more about their services and reach out to the business. It also helped leverage the client’s well-preserved reputation since more engagements on their website also reinforced their credibility as a company.

Payment Processing Company

About the client

The client’s company specializes in cashless payments for various transactions, such as online shopping and e-commerce, bills payment, and even money transfer. They also have an app that customers can use conveniently.

Dilemma

Having been in the business for over 9 years, the company has gained a reputation for offering stable and secure payment processing solutions to their customers and business partners. However, they want to take things up a notch by ensuring consistency in the quality of their services, particularly in how they assist various customer issues.

01

Provide a secure contact channel where customers can raise payment and transaction concerns while keeping things confidential

02

Maintain engagement with prospects and existing customers

03

Connect with more potential business partners to boost their lineup of services

04

Disseminate exclusive offers about their services

NMS Solutions:

The NMS team equipped the client with Email Support Services that helped them process multiple inquiries and concerns while protecting the safety of their customers online. The client also had access to statistical reports regarding email data, hourly processed messages, and messages from their subscribers.

Result:

The client recently celebrated another year of providing dependable payment processing solutions to their patrons. They reached out to the NMS team, expressing how the addition of email support has significantly enhanced customer experience and most importantly, kept user privacy well-protected.

Tech Support Business

About the client

The client offers tech assistance to startups and SMEs. Their remote-based support service is popular nationwide among their customers. They also observed a dramatic increase in the demand for contactless support following the onset of the pandemic.

Dilemma

Recognizing the growing competition in the market, the client felt the need to step up their game. They knew they had to remain efficient and versatile amid the big and small changes taking place in the industry. Since they are experts in guiding and assisting fellow businesses in tech-related issues, their main areas of concern included:

01

A customer support solution that allowed them to accumulate relevant client/customer data

02

Equipping their business with an additional communication channel that supported 24/7 service

03

Finding a way to keep their services accessible to various customer demands.

04

Maximizing their remote workforce for tech support.

NMS Solutions:

New Media Services’ Email Support Solutions enabled the client to keep a complete record of all processed and received emails from customers. They were able to track the progress of their services and double the volume of queries answered by outsourcing email support agents from NMS.

Result:

There was a steady flow of resolved concerns and satisfied clients. Their remote-based tech support service became more efficient and the client was also able to expand their service reach. All in all, NMS’ email support helped balance the client’s existing workforce with the growing demands and expectations from their target market.

Small Online Gift Shop

About the client

The client runs a humble online one-stop gift shop that sells stationeries, novelty items, adorable trinkets. The business is quite new, and so they are still in the stages of attracting potential business partners and sponsors to help build and stabilize their shop’s expenses.

Dilemma

The business was launched pre-pandemic in 2020. Although the surge in digital transactions and online shopping has been overwhelming since the onset of the pandemic, the client wanted to exert more effort in building their online brand.

01

They want a seamless communication channel for B2B and B2C marketing.

02

They are confident in the power of their content marketing strategy, and they felt that using email was the best way to maximize it for their business objectives.

03

The client was also interested in receiving detailed feedback from previous buyers of their products.

04

They want to use a contact channel that is convenient for both their business and customers.

NMS Solutions:

NMS’ Email Support highlighted and addressed the client’s main concerns. Auto-replies and customizable messages allowed them to respond to a multitude of customer queries. Outsourced dedicated agents ensured their email marketing campaigns were 100% on-brand and sent to target recipients periodically. The client also had the option to utilize the service on a per email basis, thereby allowing them to save more on advertising and communication costs.

Result:

The shop is steadily gaining more and more visitors. Conversions and ROI are also promising, as detailed by the client. The client informed the NMS team that if their business becomes successful in the following months, they are looking to employ the company’s live chat services next.