Client Overview
The client is a fast-growing e-commerce business selling products directly to consumers through its online store. As order volume increased, the internal team struggled to keep up with customer inquiries across email, chat, and after-hours support.
Business Challenge
As the business scaled, several challenges emerged:
- Slow response times during peak sales periods
- Missed customer messages after business hours
- Increased order-related questions and complaints
- Support staff overwhelmed with repetitive inquiries
These issues began affecting customer satisfaction and repeat purchases.
Solution Provided by AGT VA 360
AGT VA 360 deployed a dedicated customer support team trained specifically for e-commerce operations. The solution included:
- Email and live chat customer support
- After-hours and weekend coverage
- Order status and delivery inquiry handling
- Return, refund, and basic issue resolution
- CRM and helpdesk updates
All agents followed the brand’s tone, policies, and support workflows.
Implementation Process
- Support scripts and FAQs were reviewed and finalized
- Agents were trained on products, order flow, and policies
- Customer support coverage launched within days
- Performance was monitored and optimized weekly
Results Achieved
Within the first month of outsourcing customer support, the e-commerce business experienced:
- Faster response times across all channels
- Improved customer satisfaction and reduced complaints
- Fewer abandoned tickets and missed inquiries
- Internal team freed from day-to-day support tasks
Customer trust improved, leading to better retention and repeat purchases.
Key Takeaway
By outsourcing customer support to AGT VA 360, the e-commerce business built a scalable, reliable support system that improved customer experience without increasing in-house staffing costs.
