Client Overview
The Client is a leading Global Transport Service Provider in the UK & North America.
Challenge
The Client came across a situation where multiple issues were reported by their customers and employees in the website or the mobile app on a frequent basis. An in-house Support team was required to overcome this issue.
Solution
Q3 Technologies teamed up with the Client and build up a Customer Support team aimed at providing operational efficiencies for the reported concerns and enhancing the experience in handling the end-users’ queries.
- The Support model takes up all the reported issues, triage them to the correct technical teams, responds to users within the set time durations and track the issues to the successful closures.
- The Support team can be reached via emails & AWS Connect tool specially devised for internet calling.
- Provides senior management an early visibility of the issues and plan for any workarounds
- Maintains a hierarchy for all raised concerns & closures within the decided timeframe
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