A large Amazon E-commerce company chooses Unity Communications as their outsourcing partner for their customer support needs.
A large Amazon e-commerce company needed a scalable solution to meet the challenges of the following:
We designed a team collaboration with support experts that shows strong points in resolving the challenges. An effective SOP (Standard Operating Procedures) has been implemented to allow consistent execution of critical processes.
Tickets and cases would be routed to the appropriate agent to handle the needed request and cross-trained all representatives to provide redundancy and coverage. An e-commerce team leader will monitor a team to provide mentorship, ensure continuity, and support training.
With the e-commerce back office team now established with scalable, affordable, and effective SOP’s (Standard operating procedures), this company was able to acquire and expand while increasing its margins and growth targets.