Iron Manufacturing Company
Oliso, a San-Frincisco based organisation, design ergonomically optimized products and address users’ needs. It is one of the leading iron manufacturers with their patent touch smart iron feature.
Initiated by the Inbound Service follow up on voicemails which is the traditional approach to telephone-based customer service to provide a single point of contact for all the service related questions by the customers, we introduced an Outbound Service too, wherein the call centre agents make calls to customers on behalf of the business.
An email support via Zendesk and chat support via Zopim was introduced guiding customers towards static information first, and towards the interactive self-help options and towards live interaction. In addition, Order Processing, as a key element of order fulfilment, was also initiated that dealt with picking, packing, and delivery of the packed items to a shipping carrier. Order Tracking, aiming at customer satisfaction, was also implemented to help the client optimize their chance in the market.