Streamlining Support for Off-Road Vehicle Navigation Systems
Opportunity
This client’s sales growth exceeded its ability to provide customer care on a purely in-house basis. Our team of technically trained agents was imperative for adequate support since the client’s dash-mounted units handle navigation, 3D topography, provide street and trail maps, display diagnostics, and connect to four-million applications that can be downloaded.
Solution
In a typical week, agents engage in about 400 interactions split across two areas of emphasis: prospects who have not yet purchased systems and want more information on features, and users who have encountered some issue. We respond to all emails within an hour and employ strong communication skills with thorough responses, upholding the client brand. Sometimes the issue has to do with warranty questions or repairs, in which case we coordinate logistics, detail whether repair or replacement is involved, and then follow up after return shipping to ensure that the user is whole again. Given the application of the product, this is a seven-days-per-week campaign and follows the typical training cycle – our “WoW” training, product instruction, and nesting.
Results
The client is invested in the user experience and takes advantage of our agents being front-line intelligence-gathering troops who are in the best position for establishing rapport with his customers. Meanwhile, we are building a product knowledge base and a list of FAQs based on what has been learned and what problems occur most often. This library will eventually be incorporated into the client’s SharePoint site that users will have access to, which ties back to the need for agents with high level communication skills, including listening.
