Knoah and a leading handheld PDA/Phone maker Back in India Again Solution Offering – Knoah Voice, Knoah Chat Delivery Model – Turnkey Delivery, Multi-Vendor Delivery

Need - The client was very interested in expanding their customer support offering to include webchat. They were aware of the potential benefits that chat could offer but were unsure how to get started.

Solution - Knoah Solutions had been providing chat successfully to other clients and offered a very flexible model that allowed the client to explore the benefits of chat without having to make any long term commitment. Knoah crafted a pilot project whereby the client could explore multiple chat products simultaneously to identify which would best suit their long term needs. Knoah’s expertise in chat best practices insured optimal operations.

Benefit - The pilot was a success, not only proving out that chat was well-received by the client’s customers but also identifying which chat tool would optimally support the unique requirements the client had including remote access.

The client had previously abandoned voice operations in India and had some reluctance to reengaging an outsourcing partner in India. However the chat project with Knoah’s India operations was such a success that the client reversed their earlier decision, opting to reinitiate voice operations in India with another pilot project. They had struggled with creating a “pay for support” customer support offering for their legacy products. Their current partner was not collecting enough revenue to make the project ‘break even’. They turned the support over to Knoah and within 3 months, Knoah was able to make the operations ‘break even’.