65% Reduction In Customer Query Resolution Time

CLIENT

Our client is a leading US based advertising and business promotion company. They help businesses to build customer loyalty and increase sales, revenue, and traffic with appropriate discounts, promotions, and incentives.

BUSINESS CHALLENGES

The client had difficulties in managing customer enquiries during the peak seasons and required a strategic partner to manage it. To resolve the operational challenges, they engaged HTC Global Services to provide outsourcing services. Their key operational challenges included:

• Longer resolution time for managing customers’ enquiries, which lowered customer satisfaction levels
• Higher operational cost and lower efficiency