Knoah and a leading consumer electronics manufacturer – Extending Technical Support Solution Offering – Knoah eMail, Knoah Chat Delivery Model – Turnkey Delivery

Need – Our client was looking at ways of reducing its customer service operating expenses and was also interested in exploring how webchat as a support channel would be received by its customer base.

Solution – Knoah Solutions was brought in to launch a webchat channel and provide critical data points regarding Key Performance Indicators such as CSAT, AHT, QA as well as providing insights into how these KPI’s map against concurrent chat handling capabilities. Knoah also provided the Chat software providing a turn-key chat solution easing the responsibilities of client oversight.

Benefit – The client was able to immediately benefit from the cost savings Knoah was able to garner through lower cost resources that were able to provide higher CSAT with a greater productivity than their counterpart voice equivalents. Knoah’s success led to 2 key subsequent events;

1) Knoah took over all email support transactions and

2) Knoah moved to a per/transaction model further relieving the client of the burden of day to day contact center management and allowing them to focus primarily and fundamentally on the customer service experience.