58% increase in sales order closure for fuel supplement ecommerce company

Problem:

Our client is an eCommerce company who sells a specialist petroleum supplement product. Our client followed a successful marketing strategy and generated a large number of visitors to their website, but were struggling specifically in 2 areas.

Not able to convert visitors into buyers
Not able to process during sudden influx of orders

Their in-house team was not able to cope up with these scenarios and were losing potential customers in large numbers. They wanted to ramp up the team in house but could not do it quickly, they were losing orders and finally approached Integra.

Client’s expectation from Integra

Our client wanted us to handle all sales orders including calls, emails and live chat.

They wanted us to handle pre-sales questions, upsell, cross-sell, capture customer information, securely collect payment and immediately process orders.

They also wanted us to handle post-sales support such as shipping status, incomplete or partially completed orders and handle disgruntled customers.

Our solution to the problem 💡

We setup a 24/7 specialist team who could take care of the entire workflow from handling sales enquiries to shipping orders and post-sales support. Our customer care specialists rose to the situation and quickly trained in all aspects of the client's business.

Our team sorted out, arranged all orders in the client's required format and sent it to the central warehouse, also ensuring that all of them were shipped on time. Their in-house team ships orders to their clients.

Any incomplete or partially completed orders were handled well by assisting customers through calls and email. Hundreds of live chat enquires; email replies for large number of tickets were handled with ease.

Our team is always focused on converting every customer into a loyal fan. Within 4 weeks of the first discussion all aspects of customer service were taken up by us and till date we continue to effectively manage their full cycle customer support.

Tasks handled 📋

Website live chat
Email ticket support
Telephone support

Result 👍

Increase of 58% in sales order closures
All the customer support channels are seamlessly integrated
Maximum efficiency with optimum staff level through cross training of staff

We work closely with our client and offer all our expertise. Our client’s focus now is entirely on marketing strategies to get more qualified visitors. Our client is aware that we will manage everything in terms of sales and after sales customer care.