Enhancing Customer Experience for Augmented Reality Company

Challenge

The Client is selling augmented reality devices to customers directly, therefore they face a range of questions and worries about the functionality that needs to be solved. As a startup, the client lacked an in-house customer service team, and the cost of employing one in their local market was prohibitively expensive.

As a result, they enlisted the assistance of Pexly to handle this issue.

Solution

At Pexly, a specialized group of customer support specialists was put together to respond to customer inquiries through various means of communication such as phone, email, and live chat. Our team members had a strong grasp of the English language, but to enhance their skills, we established speaking clubs and provided guidance from a team lead who spent two years residing in the United States. In addition, comprehensive training was provided along with a database of frequently asked questions to ensure speedy resolution of customer inquiries.

Results

– Set up customer service from zero

– The majority of calls received a response within 20 seconds

– Customer satisfaction (CSAT) rated at 88%

– All email inquiries were handled within 24 hours.