Need – Every young company is shaped by an early key client that helps them grow and mature their business. This client was Knoah’s first client. Our work with them started with their interest in looking at offshoring their substantial volume of email transactions from their subscribers.
Solution – Our initial success in delivering an email pilot was converted into a full production service for all their emails within 6 months. That became the seed for our first webchat pilot, which again became a full production service within 6 months with Knoah taking full responsibility for chat customer service and technical support for their suite of ISP products. As trust grew, Knoah was chosen to be their first offshore voice support pilot partner. We worked closely with the client to insure success in delivering voice operations from India and putting in place a host of processes, procedures and state of the art analytics that became the template for other partners they worked with. Over the years, we have provided a number of other unique services to this client including back office processing, training curriculum development, analytics, and most recently QA services to oversee the call handling of some of their other partners.
Benefit – A true business partnership benefits both parties. This partnership yielded many tangible benefits over the years for our client including cost savings, JD Power awards, high customer satisfaction and productivity with the responsiveness and flexibility that is the hallmark of our philosophy at Knoah. We call it the Knoah Way. Rather than looking for ways to avoid tough challenges, and hide behind bureaucracy so often present in large outsourcers, Knoah relishes the opportunity to help our clients do something that is new and different if it will help them become more effective in delivering excellent support to their customers.
