Overview

A leading US-based construction e-commerce company offers a diverse range of products across various categories. They were seeking an efficient email support solution to manage a sudden surge in customer inquiries, requiring a large-scale response in a limited timeframe.

The Challenge

The need for a dedicated team to manage customer queries, handle high email volumes, and ensure satisfaction.

Our client faced an overwhelming surge in email queries across multiple businesses and diverse product ranges, indicating a scale-up in operations. From resolving a huge number of emails in a short time to having in-depth product knowledge, the client had to address multiple fronts. In short, they needed an expert email support team for immediate assistance.

The challenges are as follows:

  • The client faced a massive surge of 300,000 emails in two months, overwhelming their support team.
  • Emails spanned multiple product lines, each requiring specialized knowledge.
  • Timely responses within two months were crucial to maintain customer satisfaction and avoid delays.
  • The diverse product range added complexity, demanding agents quickly master and apply detailed knowledge.

Managing Unique Obstacles

Developing detailed strategies for every problem case

For Riseup Labs, navigating clients’ challenges is a journey of genuine care, brainstorming and strategizing. Every project is an opportunity to overcome obstacles and rise. This also involves adaptability to different problem cases and a readiness to scale up on demand. For this project, Riseup Labs had to double down on the roadblocks and ensure the team was well-versed in the products offered by clients’ businesses and thus, was fully equipped to tackle email queries.

Below is a summary of the obstacles Riseup Labs overcame for this project:

  • Gaining mastery of product knowledge in record time.
  • Delivering consistent communication across diverse product lines.
  • Navigating an overwhelming influx of emails with precision.
  • Upholding excellence under tight deadlines.

The Solution

Implementing a streamlined process for capacity building, prioritizing emails, and conducting performance reviews.

After identifying the challenges and optimizing its resources, Riseup Labs implemented a systematic solution workflow. These would address the challenges and offer a fortified solution that drives greater results.

The solutions are elaborated below:

  • A 22-day training program helped enhance product knowledge while equipping the team to handle inquiries confidently..
  • Team segmentation into specialized sub-groups based on expertise enabled precise and personalized responses. Furthermore, a detailed knowledge database helped provide quick access to essential information.
  • We deployed a total of 40 agents, with an additional 10 backup agents on standby.
  • A streamlined email prioritization system was introduced, with agents working in shifts and backup resources available to maintain seamless operations, particularly during peak hours.
  • A daily performance review system, overseen by supervisors, ensured continuous improvement through timely feedback. Additionally, weekly quizzes and assessments kept the team’s knowledge up-to-date and actionable.

This page was last edited on 17 March 2025, at 8:10 pm