30 September 2011
The founder of Amazon, Jeff Bezos is often famously quoted as saying that you must never take your focus off the customer experience.
Why? Because word of mouth is so important in an online environment – as offline a customer would only tell around five to six people if they had a bad experience – but online they can tell over five to six thousand!
And let’s face it; he knows a thing or two about e-commerce.
At ShipServ we have applied this mantra to the letter and learnt that it is vital to have a fast and responsive customer service centre that can handle all first-line support issues from both buyers and suppliers in less than two hours from receiving the enquiry.
With a staff of thirteen people operating on a 24 hour basis across the three major regions of Asia-Pacific, Europe and the Middle East and Americas, our Manila Customer Service Centre team have experience in dealing with all types of buyer related enquiries from WebBuyer issues, to lost and misplaced passwords, vessel set-up problems, and integration troubleshooting.
“We consider Customer Support as our first level of account management. Attracting and retaining clients is essential to the success of any business, so we have rapidly expanded our team to handle the queries from our growing number of customers in the most efficient way possible. “ says Johannah Chiu, Client Services Manager at ShipServ.
The CSC team ensures that customer’s concerns are addressed accurately in a timely manner and currently handles on average over 3,000 support cases per month from ShipServ’s community of buyers and suppliers.
With over 38,000 suppliers registered on ShipServ Pages, the CSC team plays a vital role in ensuring that all suppliers are set-up correctly and visible to buyers using the sourcing tool.
“Ensuring that Pages is up-to-date means that buyers can trust the search tool and are able to contact the most relevant suppliers and seamlessly cross over to the Tradenet platform.”
Automation is also playing a big part in the workflow process of the CSC team, which will help them to improve the operational efficiency of dealing with enquiries.
“This will obviously speed up response times, but will only be used where there is not a need for human intervention, so for example we are working to set this up for lost passwords to make the process simple and this will be introduced in the next couple of months. “ says Ms Chiu.
CSC is obviously the first-line in the entire ShipServ support network and works extremely closely with the regional Client Relations team in US, Europe, and Asia and our IT support/development teams to ensure that all queries are escalated immediately and solved with minimum disruption.
“This means that long-term clients are likely to feel more satisfied if problems are immediately dealt with by the most appropriate person, and are more likely to refer others, and due to this they will be more likely to purchase additional products and services from us.“ says Ms Chiu.
A statement that would certainly get the nod of approval from Mr Bezos.
To contact Customer Service Centre with any queries email firstname.lastname@example.org