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1. Outsourced Process :: Customer Service for Online Optical Retailer United Kindgdom
2. Client Country :: United Kingdom.
3. Client Industry :: Optical Industry, E-commerce, online retailer, international shipping
4. Service Category : : Customer Services :: Sales Support :: Order Processing.
5. Service Methods :: Email Support, Phone Support, Pre sales, post sales, RMA handling
6. Client Business Objectives (Brief)?
Client’s aim is to supply Eye Care Products to the customers at the cheapest possible prices, combined with excellent customer service for the best possible shopping experience. Client does this by passing on the discounts it get from the global suppliers to the customers.
7. What are Client Offerings to its customers and target market and user base type?
Client is offering contact lenses, lens solutions, designer eyeglasses & sunglasses in UK & there user base type is B2C.
8. Challenges we faced in this process to achieve the desired from client?
The biggest challenge was to deal with all the irate customers whenever there is a delay from the supplier’s side to process their orders & to co-ordinate with the UK based support department via e-mails about the same, so that we can live up to our clients expectations.
9. What we did to overcome the hurdles?
Our customer service position for the client involved dealing occasionally with irate customers through which we figured out that for good customer service the one should always be updated & that’s what we applied. We started keeping ourselves updated so that we could rectify the problem & pacify the customers.
10. What are our achievements & learning in the process and why client is happy with LiveHelpIndia services?
We learnt to talk in calm, positive voice, in order to get the person to respond in a businesslike manner and focused on trying to resolve the situation which makes our customers to come back to us. And by doing the same brings happiness to our buyers.
11. Why we, are a good choice for the client?
Because we believe that our knowledge and competence is a key differentiator. We have a team of dedicated professionals who will be responsible for client’s day to day needs. Our strategy is different here from others companies. We fix responsibility of your customer service process on our managed and locally supervised good Customer Service Representatives. In this case every single person is responsible for the client work to be done with in the time limits with desired quality results. This strategy is no doubt costly for us. But we believe that our success is only in the complete satisfaction of our Respected Client’s.

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