About the Client
The client is the global leader in audio technologies and provides products and software for Cinema, Home, and professional sound requirements. With headquarters in California, USA, they have a global presence in 30+ countries.
Client Challenge
The client was launching a new headphone product in the market. They wanted a complete support ecosystem ready to fire from the get-go and wanted to save time on setting up processes and workflows. They wanted to ensure customers could get round-the-clock support and assistance without delay and across their preferred channels. They were looking for an established vendor with proven expertise to create and manage support once the product was launched.
Movate Solution
Movate onboarded a team of experts who assessed the client’s needs and came up with the following scope of work:
- To support the newly launched product using an end-to-end support ecosystem comprising of Chat, Email, Voice, and Self-help channels
- To provide a comprehensive training portfolio that includes agent profiling, content, product curriculum, skillset mapping
- To ensure a cohesive end-user website experience and work with client teams or deployment
- To deploy a chatbot for agent amplification and to fast-track customer support requests
The team set up an integrated help ecosystem utilizing all communication channels, such as Voice, Email, Phone, and Chat. The team also populated several self-help topics that empowered returning customers to find solutions. Support tickets successfully closed became part of a Knowledge Base that engineers constantly updated. The team used the FreshDesk CRM to manage incoming emails.
Movate trained the support engineers across the product and technology. Input from the client’s team drove these training initiatives. Movate created a singular helpline number to streamline incoming support requests that served as a common starting point for raising support requests with reduced call duplication. The client was launching a premium product for their customers, and they wanted the whole experience to stand out. To put that in action, Movate worked with the client’s marketing team to ensure that customers get consistent experiences from the start.
To that effect, they redesigned the support web interface to match the core website in content and visuals. The team populated the right content, self-help articles, D-I-Y guides, and proper resources at every stage to guide customers faster in solving their issues.
To further expedite support, Movate deployed its AI-driven chatbot (now part of Movate Edison CX Transformation Platform For B2B and B2C) to understand the customer’s pulse and take over support requests seamlessly when there was a need.
The bot ensured that all cases were deftly handled and routed to the right engineers when customers needed an extra helping hand. It also amplified and helped engineers by solving issues that didn’t need their attention. It also maintained a balance so that engineers were well-rested by cases and still had time to manage their schedules. This workflow improved engineer response, and customer experience and made it consistent.
BAGGING SOFTWARE SUPPORT
By late 2019, the client mandated Movate to support their popular mobile application (Dolby On) that converts any mobile phone to a portable recording studio. They were impressed with the headphone product launch and asked us to take the mantle of supporting the application’s global customers. The team continued using the FreshDesk CRM from the headphone launch. It helped them roll out support faster with minimal changes.
Support requests are received via email and closed consistently within the agreed SLAs. The team handles around 400k requests monthly. Support is provided from Costa Rica across two international languages – English and Spanish. Movate’s engineers played an active role in quality testing the features of Dolby On before and after launch to ensure that all issues and niggles are sorted out and that customers get the best experience across every interaction they have. Dolby On has a potential subscriber base of 3 million users.
BUSINESS BENEFITS
- Consistent CSAT at 94%
- FCR at 100%
- AHT of 03:33 against SLA of < 13:00
- Service Levels maintained at 100% against SLA of > 90%
About Movate
Movate, formerly CSS Corp, is a digital technology and customer experience services company committed to disrupting the industry with boundless agility, human-centered innovation, and a relentless focus on driving client outcomes. Recognized as one of the most awarded and analyst-accredited companies in its revenue range, Movate helps ambitious, growth-oriented companies across industries stay ahead of the curve by leveraging its world-class talent of over 11,700+ full-time Movators across 20 global locations and a gig network of thousands of technology experts across 60 countries, speaking over 100 languages.