Contact Center for a Large Online Store

About the project

1. Challenge

   The largest Ukrainian retailer turned to Simply Contact to set up an inbound contact center. The agents needed to provide customers with consultations, process orders, coordinate delivery, and give warranty/service advice. Our goal was to ensure at least 30% of the sales on the incoming line.

2. Key requirements
   • Experience with a large number of hits
   • Product & technical features knowledge
   • Warranty and product service knowledge
3. Solution

   To set up an inbound contact center, Simply Contact formed a professional team and set up a seamless workflow. We established the omnichannel approach: customers can reach the company via calls, emails, social media, internal customer resources, etc. As a result, more than 60% of the sales come from the incoming line.

4. Tasks we fulfill
   • Delivery coordination
   • Technical quality consultations for each product
   • Solving the complexity of the order related to delivery
   • Warranty and service advice
   • Assistance in selecting alternative items if the desired product is unavailable
   • Order processing and order status information