KPO.com provides various 24/7 voice and non-voice customer care services designed to address all of a customer’s service requirements before, during and after purchasing a client’s service or product.
In recent times, information in the form of documents, text, audio or video files, multimedia files or other file types is being referred to as digital content. This particular type of content is what our services aim to manage, depending on what our client requires. KPO.com’s content management services include the digitization, storage, retrieval and distribution of data, as well as creating, capturing, storing, preserving, distributing and publishing content. Our services typically focus on online content targeted at blogs, corporate websites and e-commerce sites, among many others.
- Inbound Customer Service
- E-mail Support
- Helpdesk / Technical Support Service
- Live Chat Support
Inbound Customer Service: KPO.com understands that a customer-centric strategy will undoubtedly boost a company’s sales by 50% without having to invest more on marketing, so it is important that all incoming phone calls related to a client’s product or service are appropriately addressed. Customers prefer talking to a live person when making any form of transaction with any company as opposed to using a phone-based information system or voicemail. Our inbound customer services include:
- Product support
- Customer feedback
- Complaints handling
- Order and database verification
- Operator and Answering service
Client: A drop ship wholesaler offering electronic order processing, shipping, electronic tracking information and billing
For this campaign, KPO.com’s agents serve as virtual assistants to the customers, acting as dispatchers who communicate with the company’s retailers and warehouse regarding customer orders and product replacements. Using software provided by the client, our agents are also responsible for entering data on orders and issues received from customers and retailers.
Email Support: KPO.com also provides e-mail support services to complement our inbound customer care services in cases where clients prefer to have e-mail support over voice support. Most customers use e-mails to report issues with the company’s services or products and a prompt email response service is very crucial to any company’s brand building and growth. We understand that an efficient customer support team is necessary for companies that wish to maintain their current customers and eventually increase their customer base. Despite being cheaper than the conventional voice customer support, e-mail support is as effective a tool in addressing customer concerns. KPO.com can provide its client with an e-mail support team that can efficiently and promptly respond to all customer queries, complaints, feedback and orders. We can create a 24/7 or 24/5 support team composed of highly skilled agents who respond with personalized e-mails at real time. Our e-mail services include:-
- Customer care
- Technical support
- Order fulfillment and tracking
- Data verification
- Post-sales support
Client: A free, secure Web-based online financial management solution
For this particular campaign, KPO.com agents assist users who are having problems using the client’s applications via e-mail correspondences or through a forum. Our agents file bank-related issues to the respective engineers and follow up on these cases daily until they are resolved. The E-mail Support team is responsible for providing information on how customers can manage their finances and investments properly, as well as offer other services and products that will further help customers in managing their online banking account.
Helpdesk / Technical Support Service: This type of service is generally requested by clients dealing with software and hardware. A helpdesk is a common point of contact for customers and IT. The helpdesk agent provides customers with information and assistance regarding technical problems related to the client’s software or devices, as well as relay the customers’ issues to the client’s IT department. KPO.com offers helpdesk and technical support services that provide different levels of support to the customer. At the basic level, our agents provide answers to commonly asked questions about our client’s products and services. At the next level, our agents handle more complex technical issues such as troubleshooting software-related or device-related problems.
Client: Creator of easy-to-use software for solving PC problems
KPO.com’s Technical Support team assists customers in addressing technical issues, requests and other concerns either via email or over the phone. In cases of complex technical issues or customers having difficulty following instructions, the agent can do Web remote sessions as a last resort when permitted by the customer.
Live Chat Support: Great customer support is undoubtedly one essential tool a company needs in setting itself apart from its competition. To be able to retain their customers and gain new ones, a company needs reliable customer service that can appropriately address customer concerns and technical issues in real-time. KPO.com provides its clients with a live chat support team that can promptly respond to customer concerns regarding the product or service bought from the client. Our chat support agents handle concerns related to processing of new orders, cancellation requests, billing requests, product information and technical issues.
Client: Creator of software for solving PC problems
Aside from addressing technical issues, our chat support team is also tasked with handling billing requests, cancellation requests and processing new orders of customers.