Building a dedicated, highly-skilled customer support team

The Project

One of our clients is an Australian home service platform that offers housekeeping services including errands management by the use of a mobile application. The company is largely B2C-focused but also have a few select B2B clients.

The Requirement / The Challenge
The client is in need of a customer support team that can offer high touch assistance to its clients, making the whole customer experience pleasant and easy.

The Solution
After experiencing challenges in onboarding new operations staff and having difficulty sourcing for someone who will be autonomous in the role, the client almost gave up in the idea of outsourcing. Through their own efforts, hiring work from home remote staff has the necessary experience, however only a few have the initiative to manage a client base autonomously. With Eastvantage’s help, they were able to build a dedicated highly-skilled customer support team, answering chats and emails, for its B2C clients and at the same time manage the B2B clients. They now have nine (9) customer support representatives and two (2) team leaders.

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