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case-studies

View all case studies below or choose one of the industries at the right.

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    • Consumer Electronics
    • Retail Ecommerce
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    • ISP Broadband
    • Telecommunications
    • Automotive

Consumer Electronics Case Study 1

X

Leading Global High-tech Electronics and Digital Media Manufacturing Company.

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  • Need


    • Scalable, Turnkey Chat Customer Support Program with Personnel, Best Practices and Tools

  • Solution


    • Established a Web Chat Delivery Process using LivePerson's "Best of Breed" Chat Tool to Fine Tune their Approach to Delivering Chat on the Client’s Complex Website

  • Approach


    • Started with 2 FTE and have grown to >450

    • Consultative and Collaborative Role

    • Fast agent ramp-ups during busy holiday season

    • Deliver initial & ongoing product training of wide range of products

  • Results


    • CSAT Scores Increased by 7.5% - DSAT Scores Decreased by 38%

    • Handled 1.5 Million Transactions in 2014 with ABA < 4%

    • Shifted 20% Volume from Expensive Voice Channel Resulting in Significant Cost Savings

  • Benefits


    • Cost-effective Customer Support Channel: 1 agent can handle up to 3 concurrent vs. 1 call at a time in the voice channel.

Consumer Electronics Case Study 2

X

Leading Global High-tech Electronics and Digital Media Manufacturing Company.

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  • Need


    • Client had in-house set up of contact center

    • A large number of customer support calls were abandoned due to staffing and technology issues before Customer dissatisfaction was high

  • Solution


    • Setting up Call Center

    • Telephony Infrastructure

    • Integrating Knoah CRM tool in client’s environment

  • Approach

    • Implementing Knoah's proven processes and practices to deliver end-to-end multi-channel customer support Staffing and Training
  • Results

    • Client's ability to respond to customer support calls during peak season dramatically improved

    • Client achieved higher customer satisfaction at lower cost

Consumer Electronics Case Study 3

X

A Major Smart Phone and PDA Manufacturer in U.S.

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  • Need

    • Provide Seamless Customer Support Channel through Palm Hand-held Devices
  • Solution

    • Provided Inputs on Diverting Call and Email Volume to Chat

    • Partnered in evaluating multiple chat solutions. Owned tool administration

  • Approach


    • Launched Palm Chat in 2006 with 15 FTE and increased it to 285 FTE

    • Started with Chat and Gained Confidence of Client to Add Voice Expanded from Supporting 2 Devices to 48 devices & from 9 Hours to 24/7 Support

  • Results


    • Cost Savings on Voice

    • Provided Real Time Support Rather than Delayed Response through Email

    • Improved CSAT and FCR

  • Benefits


    • CSAT Opportunity Analysis of 100% of Negative Surveys was used Effectively to Improve Support Opportunities and Provide Inputs to Client on Product and Process Opportunities

Telecommunications Case Study 1

X

Internet Service Provider with Multiple Call Centers Across In-house and Vendor Locations.

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  • Need

    • Stronger U.S. Chat Sales Presence to Drive Higher NPS & CSAT for Their U-Verse Product Line
  • Solution


    • Inbound Chat for Sales

    • Pay for Performance Model

  • Approach


    • Effective Use of Coaching for Sales & Customer Service Skills both Offline and in Real Time

  • Results


    • CSAT: Achieved Highest CSAT Scores in 8/12 Months of the Program Tenure

    • NPS: 10 Months Straight Highest NPS (WTR)

  • Benefits


    • More Effective Branding of U-Verse

    • Reduced Churn

Telecommunications Case Study 2

X

A multinational telecommunications equipment maker with its headquarters in China & U.S.

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  • Need

    • Provide Seamless Customer Support Channel through Palm Hand-held Devices
  • Solution

    • Knoah introduced its chat expertise to the client and started offering all the three channels – Voice, Email and Chat – on the program within 3 months
  • Approach


    • Knoah proposed a three month pilot project that would engage and convert visitors on the website into customers

    • Knoah focused on providing interactive, online engagement to increase purchases from online visitors

  • Results


    • Within 80 days, Knoah was able to surpass the incumbent vendor's KPI performance at a cost that was 25% lower

    • The flexibility of the new CRM software enabled the Knoah team to lower average handle time and improve tracking and resolution of cases

  • Benefits


    • Improved their tools and mature their processes, to offer end customers an enhanced service experience
    • Achieved record breaking Customer Satisfaction and better KPIs at a lower cost

    • Gain more insights on its customer support effectiveness

Telecommunications Case Study 3

X

Pan-India Telecom Services Operator

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  • Need

    • The existing QA program was inconsistent and inadequate in measurement with a lack of actionable insights. The client needed an experienced QA partner who could bridge the gap while providing greater visibility to the stake holders concerned through better Quality practices and inputs
  • Solution


    • Integration of People, Process and Technology

    • End-to-end implementation of Knoah’s proprietary software KnoahsARK

  • Approach


    • Knoah and the client’s corporate QA teams came together to redefine quality guidelines.

    • The new guidelines were codified and launched with training of vendor quality teams at all the centers.

  • Results


    • Error free index” scores dipped from 80% to less than 30% thereby accurately reflecting the true quality score of transactions.

    • Delivered accurate scores leading to more appropriate but reduced incentive pay-outs to outsourcing partners.

    • High accuracy of scores; with the average number of scores accepted (i.e., unchallenged) by all sites at over 99 percent

  • Benefits


    • The leading telecom carrier bridged the gap in Quality & Customer Satisfaction resulting in cost savings which more than paid for Knoah’s quality program

Telecommunications Case Study 4

X

2nd Largest Cable Telecommunications Company in the U.S.

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  • Need

    • Improved Chat Analytics, 360 Degree Agent Performance Lifecycle Management to Drive Improved KPI Performance
  • Solution

    • Scalable, Low-cost Offshore eSupport with 24/7 Cloud-based Reporting
  • Approach


    • Deep Dive DSAT Analysis

    • Focus on Agent Improvement – Implemented Development Bay

    • Dedicated Language Coaches

    • Conduct Weekly, Monthly & Quarterly Reviews

  • Results


    • Identified non-agent errors & Improved Customer Engagement

    • Change to LP netted 25% Increased Volumes & CSAT Improved by 9 Points Over a 6-month Period

    • First TWC Billing Vendor to Cross 80% Resolution

  • Benefits


    • Effective QA and reporting capabilities:

      • Better insights into agent dashboard reporting

      • Increased visibility through RTQM



    • Information sharing culture

    • Ability to enhance customer education

Telecommunications Case Study 5

X

Telecommunications services provider - No. 1 in India, Global No. 3

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  • Need


    • The client needed to migrate their current quality management center to an experienced partner with automated and proven 3rd party quality monitoring solution

    • Quality audit feedback was delayed by 10-30 days, rebuttal systems were completely offline, calibrations were done in uncoordinated manner

  • Solution


    • Real-time quality management set up integrated with our QM software KnoahsARK

    • Migration from spreadsheet based mechanism to web based automated dashboards customized for multiple users at different levels and locations

  • Approach


    • Technology centered quality management solution implemented across multiple Vendors, LoBs and Locations

    • Bringing uniformity, speed and accuracy across various processes

  • Results


    • Over 80 sites migrated to a unified quality platform

    • Feedback timelines reduced by over 90%

    • The rebuttal process accuracy and cycle times reduced by over 80%

  • Benefits


    • Increased visibility on quality performance

    • Improved productivity

    • Significant improvement in associated QA cost

Retail and eCommerce Case Study 1

X

Leading sales intelligence and prospect targeting application provider.

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  • Need

    • Operational challenges with existing general technical support team

    • No tracking of FCR

    • Several complex KPIs

    • Need for integrated and centrally managed multi-channel support
  • Approach


    • Recruited and trained multi-channel technical service team of more than 100 people

    • Revamped training and recruiting screening processes

    • Provided robust reporting

    • Tracked FCR and simplified KPIs

  • Results


    • Multi-channel customer support for online language learning programs
    • Improved customer surveying capabilities

    • High quality and compliance standards

Retail and eCommerce Case Study 2

X

Leading sales intelligence and prospect targeting application provider.

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  • Need

    • Client was looking for a flexible, cost effective offshore service provider who could validate the existing contacts database and also create and maintain an improved database of key decision makers from major IT companies.
  • Solution

    • Database verification and validation services (phone and web research) and profile content creation
  • Approach


    • Knoah aligned its delivery mechanism to the client’s needs by quickly modelling their existing onshore efforts, and successfully delivered a robust and result-oriented research methodology.

  • Results


    • Reduced the cycle time in verifying the contacts form 3 months to 45 days.

    • Enabled the client to take on an entirely new area of research that has led to significant growth in their subscriber base in a new vertical

  • Benefits


    • Client was able to utilize its internal resources on high end assignments

    • Knoah’s insights led to a significant improvement in client’s database management processes

Travel and Hospitality Case Study 1

X

Multinational Web-based Travel Portal

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  • Need

    • Increase sales while enhancing the customer experience and building loyalty through high customer satisfaction
  • Solution

    • Offer targeted assistance via proactive chat before the customer opted to leave the site
  • Approach


    • Knoah proposed a three month pilot project that would engage and convert visitors on the website into customers

    • Knoah focused on providing interactive, online engagement to increase purchases from online visitors

  • Results


    • Garnered a high ROI of more than 200%

    • Attained high customer satisfaction on post contact surveys of over 93%

  • Benefits

    • Successfully demonstrated that proactive assistance provided before a purchase was made translates into a greater number of sales made and higher cart value for those sales as compared to sales made just through self-service

Utilities Case Study 1

X

A large regional utilities company offering home warranty, energy efficiency, and energy management plans and services.

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  • Need

    • Client was focused on increasing sales while enhancing the customer experience and building loyalty through high customer satisfaction. By collaborating with a 3rd party provider, the client would be able to assess agent adherence and effectiveness to their policies.
  • Solution

    • Compliance QA
  • Approach

    • Knoah Solutions recommended a support team to provide two types of analysis: Order Verification and Call Quality Monitoring. Knoah focused on providing coaching and feedback on new orders searching for presentation adherence, contract verbatim, needs assessment capabilities and overall conversational and customer service skills.
  • Results


    • Reduce error rates on sales transactions by 55% year over year

    • Increased sales by an average of $10,000.00 per month

    • Attain superior customer satisfaction and continued JD Power and Associates recognition over the last two years

  • Benefits


    • The client maintained J.D. Power & Associates Call Center Recognition and also gained additional insight into agent adherence with important regulatory components within the acquisition calls.

Insurance Case Study 1

X

Online interactive insurance agent that can provide you with quotes from different insurance companies for your business needs.

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  • Need

    • Quality, Live chats, emails and Back Office, hence making it easy for the vendor expenses
  • Solution

    • Knoah's team of agents was trained by a language coach in speech and terminology used frequently in this domain of the industry.
  • Approach

    • we captured details of the conversations between the customer and the executive, identified reasons for the call, ensured the message reached the correct department, fixed service and sales appointments and complaints while making sure they were resolved.

Automotive Case Study 1

X

Transcription services for U.S. automotive dealership company.

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  • Need

    • Limited customer, support team, Lack of streamlined tools and processes

    • Operation was incurring a lot of expenses
  • Solution

    • Knoah's team of agents was trained by a language coach in speech and terminology used frequently in this domain of the industry.
  • Approach

    • We captured details of the conversations between the customer and the executive, identified reasons for the call, ensured the message reached the correct department, fixed service and sales appointments and complaints while making sure they were resolved.
  • Results


    • Increased customer service team from 2 to 35

    • Revamped training and recruitment processes

    • Provided robust reporting

    • Tracked FCR and simplified KPIs

  • Benefits


    • Customers increased to 180 from 7-8 in 2009

    • Improved tools and matured processes

    • Quick turnaround times of less than one hour for transcription of customer calls

    • High quality and compliance standards

ISP Case Study 1

X

Third-largest cable entertainment and broadband services provider in the U.S.

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  • Need

    • To improve the conformance, consistency and value of client's QA process across 10 sites with over 1500 agents handling B2C operations relating to sales, retention and collections
  • Solution


    • Blended, bi-lingual onshore and offshore TotalAssure QA services

    • Calibrated and actionable QA evaluations

    • Dashboards, Reports and Special Projects

  • Approach


    • Customized QA program working closely with the client
    • Consistent number of quality reviews to drive meaningful coaching

    • Software based appeal mechanism | Automated summary and trend reporting software system

    • Offshore/onshore QA Team

  • Results


    • Supervisors saved approx 6 hrs/week in delivering QA results

    • 50 percent increase in providing feedback to more than 90 percent of customer facing agents within the first year.

    • Agent quality scores improved 15% since the start of the program with a corresponding improvement in sales/retention of 8%

  • Benefits


    • Helped the client derive strategic and operational benefits

    • Actionable QA evaluations for almost 200 supervisors/ Managers/ Executives with web-based dashboard access to dozens of customized reports

    • "SWAT" team of special projects QA specialists

ISP Case Study 2

X

Top ISP providing Dialup & HighSpeed Connections Across U.S.

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  • Need

    • Provide Customers a More Diverse Set of Contact Options with a Focus on Improving Operating Margins to Fund Growth in a Highly Competitive Space
  • Solution


    • eSupport Handling Chat and Email Transactions with Increased Efficiencies in Voice Platform

    • Level 1 , Level 2 and Vendor Mgmt Issues for High Speed and Dial-up/Cable Customers

  • Approach


    • Started with 25 Agents and Grew to over 200 Agents

    • Created Customer Service Program with Sales and Saves Team Built into the process

    • Highly skilled Training and Knowledge Management teams

    • Introduced Remote Management to resolve complex issues

  • Results


    • Chat Hold Time <1Minute, <5% Abandonment Rate

    • Saved over $1M per Month on Customer Service & Support

    • Reduced average cost per interaction from $7 to less than $1

  • Benefits


    • Client won "Best Customer Service" Awards Back-to-back Due to High CSAT Index

Manufacturing Case Study 1

X

Semi tech and customer service support to their customer base via voice channel.

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  • Need

    • The client was looking for a vendor who could effectively provide semi technical support to their customers via voice.
  • Solution

    • We provide semi tech and customer service support to their customer base via voice channel.
  • Results


    • Good SLAs ,CRM migration and continual improvement on the same, efficiencies like Save Service Visit (Tech. visits) - Resolving the customer's product related concern on single call (Trouble shooting their products issues) & successfully registering their products for extended warranty.

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