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CASE STUDIES


HOMEINSIGHTS – CASE STUDIES

Consumer Electronics Case Study 1

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Consumer Electronics Case Study 2

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Consumer Electronics Case Study 3

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Need

NEED

  • Scalable, Turnkey Chat Customer Support Program with Personnel, Best Practices and Tools.
Solution

SOLUTION

  • Established a Web Chat Delivery Process using LivePerson's "Best of Breed" Chat Tool to Fine Tune their Approach to Delivering Chat on the Client’s Complex Website.
Approach

APPROACH

  • Started with 2 FTE and have grown to > 450
  • Consultative and Collaborative Role
  • Fast agent ramp-ups during busy holiday season
  • Deliver initial & ongoing product training of wide range of products.
Results

RESULTS

  • CSAT Scores Increased by 7.5% - DSAT Scores Decreased by 38%.
  • Handled 1.5 Million Transactions in 2014 with ABA .< 4%
  • Shifted 20% Volume from Expensive Voice Channel Resulting in Significant Cost Savings.
Benefits

BENEFITS

  • Cost-effective Customer Support Channel: 1 agent can handle up to 3 concurrent vs. 1 call at a time in the voice channel.
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Need

NEED

  • Scalable, Turnkey Chat Customer Support Program with Personnel, Best Practices and Tools.
Solution

SOLUTION

  • Established a Web Chat Delivery Process using LivePerson's "Best of Breed" Chat Tool to Fine Tune their Approach to Delivering Chat on the Client’s Complex Website.
Approach

APPROACH

  • Started with 2 FTE and have grown to > 450
  • Consultative and Collaborative Role
  • Fast agent ramp-ups during busy holiday season
  • Deliver initial & ongoing product training of wide range of products.
Results

RESULTS

  • CSAT Scores Increased by 7.5% - DSAT Scores Decreased by 38%.
  • Handled 1.5 Million Transactions in 2014 with ABA .< 4%
  • Shifted 20% Volume from Expensive Voice Channel Resulting in Significant Cost Savings.

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Need

NEED

  • Provide Seamless Customer Support Channel through Palm Hand-held Devices.
Solution

SOLUTION

  • Provided Inputs on Diverting Call and Email Volume to Chat
  • Partnered in evaluating multiple chat solutions. Owned tool administration.
Approach

APPROACH

  • Launched Palm Chat in 2006 with 15 FTE and increased it to 285 FTE
  • Started with Chat and Gained Confidence of Client to Add Voice Expanded from Supporting 2 Devices to 48 devices & from 9 Hours to 24/7 Support.
Results

RESULTS

  • Cost Savings on Voice
  • Provided Real Time Support Rather than Delayed Response through Email
  • Improved CSAT and FCR

BENEFITS

  • CSAT Opportunity Analysis of 100% of Negative Surveys was used Effectively to Improve Support Opportunities and Provide Inputs to Client on Product and Process Opportunities
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Telecommunications Case Study 1

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Telecommunications Case Study 2

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Telecommunications Case Study 3

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Need

NEED

  • Stronger U.S. Chat Sales Presence to Drive Higher NPS & CSAT for Their U-Verse Product Line
Solution

SOLUTION

  • Inbound Chat for Sales
  • Pay for Performance Model
Approach

APPROACH

  • Effective Use of Coaching for Sales & Customer Service Skills both Offline and in Real Time
Results

RESULTS

  • CSAT: Achieved Highest CSAT Scores in 8/12 Months of the Program Tenure
  • NPS: 10 Months Straight Highest NPS (WTR)

BENEFITS

  • More Effective Branding of U-Verse
  • Reduced Churn
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Need

NEED

  • Provide Seamless Customer Support Channel through Palm Hand-held Devices
Solution

SOLUTION

  • Knoah introduced its chat expertise to the client and started offering all the three channels – Voice, Email and Chat – on the program within 3 months
Approach

APPROACH

  • Knoah proposed a three month pilot project that would engage and convert visitors on the website into customers
  • Knoah focused on providing interactive, online engagement to increase purchases from online visitors
Results

RESULTS

  • Within 80 days, Knoah was able to surpass the incumbent vendor's KPI performance at a cost that was 25% lower
  • The flexibility of the new CRM software enabled the Knoah team to lower average handle time and improve tracking and resolution of cases

BENEFITS

  • Improved their tools and mature their processes, to offer end customers an enhanced service experience
  • Achieved record breaking Customer Satisfaction and better KPIs at a lower cost
  • Gain more insights on its customer support effectiveness
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Need

NEED

  • The existing QA program was inconsistent and inadequate in measurement with a lack of actionable insights. The client needed an experienced QA partner who could bridge the gap while providing greater visibility to the stake holders concerned through better Quality practices and inputs
Solution

SOLUTION

  • Integration of People, Process and Technology
  • End-to-end implementation of Knoah’s proprietary software KnoahsARK
Approach

APPROACH

  • Knoah and the client’s corporate QA teams came together to redefine quality guidelines.
  • The new guidelines were codified and launched with training of vendor quality teams at all the centers.
Results

RESULTS

  • Error free index” scores dipped from 80% to less than 30% thereby accurately reflecting the true quality score of transactions.
  • Delivered accurate scores leading to more appropriate but reduced incentive pay-outs to outsourcing partners.
  • High accuracy of scores; with the average number of scores accepted (i.e., unchallenged) by all sites at over 99 percent

BENEFITS

  • The leading telecom carrier bridged the gap in Quality & Customer Satisfaction resulting in cost savings which more than paid for Knoah’s quality program
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Telecommunications Case Study 4

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Telecommunications Case Study 5

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Retail and eCommerce Case Study 1

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Need

NEED

  • Improved Chat Analytics, 360 Degree Agent Performance Lifecycle Management to Drive Improved KPI Performance
Solution

SOLUTION

  • Scalable, Low-cost Offshore eSupport with 24/7 Cloud-based Reporting
Approach

APPROACH

  • Deep Dive DSAT Analysis
  • Focus on Agent Improvement – Implemented Development Bay
  • Dedicated Language Coaches
  • Conduct Weekly, Monthly & Quarterly Reviews
Results

RESULTS

  • Identified non-agent errors & Improved Customer Engagement
  • Change to LP netted 25% Increased Volumes & CSAT Improved by 9 Points Over a 6-month Period
  • First TWC Billing Vendor to Cross 80% Resolution

BENEFITS

  • Effective QA and reporting capabilities:
    • Better insights into agent dashboard reporting
    • Increased visibility through RTQM
  • Information sharing culture
  • Ability to enhance customer education
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Need

NEED

  • The client needed to migrate their current quality management center to an experienced partner with automated and proven 3rd party quality monitoring solution
  • Quality audit feedback was delayed by 10-30 days, rebuttal systems were completely offline, calibrations were done in uncoordinated manner
Solution

SOLUTION

  • Real-time quality management set up integrated with our QM software KnoahsARK
  • Migration from spreadsheet based mechanism to web based automated dashboards customized for multiple users at different levels and locations
Approach

APPROACH

  • Technology centered quality management solution implemented across multiple Vendors, LoBs and Locations
  • Bringing uniformity, speed and accuracy across various processes
Results

RESULTS

  • Over 80 sites migrated to a unified quality platform
  • Feedback timelines reduced by over 90%
  • The rebuttal process accuracy and cycle times reduced by over 80%

BENEFITS

  • Increased visibility on quality performance
  • Improved productivity
  • Significant improvement in associated QA cost
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Need

NEED

  • Operational challenges with existing general technical support team
  • No tracking of FCR
  • Several complex KPIs
  • Need for integrated and centrally managed multi-channel support
Solution

APPROACH

  • Recruited and trained multi-channel technical service team of more than 100 people
  • Revamped training and recruiting screening processes
  • Provided robust reporting
  • Tracked FCR and simplified KPIs
Approach

RESULTS

  • Multi-channel customer support for online language learning programs
  • Improved customer surveying capabilities
  • High quality and compliance standards

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Retail and eCommerce Case Study 2

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Travel and Hospitality Case Study 1

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Utilities Case Study 1

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Need

NEED

  • Client was looking for a flexible, cost effective offshore service provider who could validate the existing contacts database and also create and maintain an improved database of key decision makers from major IT companies.
Solution

SOLUTION

  • Database verification and validation services (phone and web research) and profile content creation
Approach

APPROACH

  • Knoah aligned its delivery mechanism to the client’s needs by quickly modelling their existing onshore efforts, and successfully delivered a robust and result-oriented research methodology.
Results

RESULTS

  • Reduced the cycle time in verifying the contacts form 3 months to 45 days.
  • Enabled the client to take on an entirely new area of research that has led to significant growth in their subscriber base in a new vertical

BENEFITS

  • Client was able to utilize its internal resources on high end assignments
  • Knoah’s insights led to a significant improvement in client’s database management processes
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Need

NEED

  • Increase sales while enhancing the customer experience and building loyalty through high customer satisfaction
Solution

SOLUTION

  • Offer targeted assistance via proactive chat before the customer opted to leave the site
Approach

APPROACH

  • Knoah proposed a three month pilot project that would engage and convert visitors on the website into customers
  • Knoah focused on providing interactive, online engagement to increase purchases from online visitors
Results

RESULTS

  • Garnered a high ROI of more than 200%
  • Attained high customer satisfaction on post contact surveys of over 93%

BENEFITS

  • Successfully demonstrated that proactive assistance provided before a purchase was made translates into a greater number of sales made and higher cart value for those sales as compared to sales made just through self-service
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Need

NEED

  • Client was focused on increasing sales while enhancing the customer experience and building loyalty through high customer satisfaction. By collaborating with a 3rd party provider, the client would be able to assess agent adherence and effectiveness to their policies.
Solution

SOLUTION

  • Compliance QA
Approach

APPROACH

  • Knoah Solutions recommended a support team to provide two types of analysis: Order Verification and Call Quality Monitoring. Knoah focused on providing coaching and feedback on new orders searching for presentation adherence, contract verbatim, needs assessment capabilities and overall conversational and customer service skills.
Results

RESULTS

  • Reduce error rates on sales transactions by 55% year over year
  • Increased sales by an average of $10,000.00 per month
  • Attain superior customer satisfaction and continued JD Power and Associates recognition over the last two years

BENEFITS

  • The client maintained J.D. Power & Associates Call Center Recognition and also gained additional insight into agent adherence with important regulatory components within the acquisition calls.
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Insurance Case Study 1

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Automotive Case Study 1

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ISP Case Study 1

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Need

NEED

  • Quality, Live chats, emails and Back Office, hence making it easy for the vendor expenses
Solution

SOLUTION

  • Knoah's team of agents was trained by a language coach in speech and terminology used frequently in this domain of the industry.
Approach

APPROACH

  • we captured details of the conversations between the customer and the executive, identified reasons for the call, ensured the message reached the correct department, fixed service and sales appointments and complaints while making sure they were resolved.

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Need

NEED

  • Limited customer, support team, Lack of streamlined tools and processes
  • Operation was incurring a lot of expenses
Solution

SOLUTION

  • Knoah's team of agents was trained by a language coach in speech and terminology used frequently in this domain of the industry.
Approach

APPROACH

  • We captured details of the conversations between the customer and the executive, identified reasons for the call, ensured the message reached the correct department, fixed service and sales appointments and complaints while making sure they were resolved.

RESULTS

  • Increased customer service team from 2 to 35
  • Revamped training and recruitment processes
  • Provided robust reporting
  • Tracked FCR and simplified KPIs

BENEFITS

  • Customers increased to 180 from 7-8 in 2009
  • Improved tools and matured processes
  • Quick turnaround times of less than one hour for transcription of customer calls
  • High quality and compliance standards
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Need

NEED

  • To improve the conformance, consistency and value of client's QA process across 10 sites with over 1500 agents handling B2C operations relating to sales, retention and collections
Solution

SOLUTION

  • Blended, bi-lingual onshore and offshore TotalAssure QA services
  • Calibrated and actionable QA evaluations
  • Dashboards, Reports and Special Projects
Approach

APPROACH

  • Customized QA program working closely with the client
  • Consistent number of quality reviews to drive meaningful coaching
  • Software based appeal mechanism | Automated summary and trend reporting software system
  • Offshore/onshore QA Team

RESULTS

  • Supervisors saved approx 6 hrs/week in delivering QA results
  • 50 percent increase in providing feedback to more than 90 percent of customer facing agents within the first year.
  • Agent quality scores improved 15% since the start of the program with a corresponding improvement in sales/retention of 8%

BENEFITS

  • Helped the client derive strategic and operational benefits
  • Actionable QA evaluations for almost 200 supervisors/ Managers/ Executives with web-based dashboard access to dozens of customized reports
  • "SWAT" team of special projects QA specialists
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ISP Case Study 2

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Manufacturing Case Study 1

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Need

NEED

  • Provide Customers a More Diverse Set of Contact Options with a Focus on Improving Operating Margins to Fund Growth in a Highly Competitive Space
Solution

SOLUTION

  • eSupport Handling Chat and Email Transactions with Increased Efficiencies in Voice Platform
  • Level 1 , Level 2 and Vendor Mgmt Issues for High Speed and Dial-up/Cable Customers
Approach

APPROACH

  • Started with 25 Agents and Grew to over 200 Agents
  • Created Customer Service Program with Sales and Saves Team Built into the process
  • Highly skilled Training and Knowledge Management teams
  • Introduced Remote Management to resolve complex issues

RESULTS

  • Chat Hold Time <1Minute, <5% Abandonment Rate
  • Saved over $1M per Month on Customer Service & Support
  • Reduced average cost per interaction from $7 to less than $1

BENEFITS

  • Client won "Best Customer Service" Awards Back-to-back Due to High CSAT Index
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Need

NEED

  • The client was looking for a vendor who could effectively provide semi technical support to their customers via voice.
Solution

SOLUTION

  • We provide semi tech and customer service support to their customer base via voice channel.

RESULTS

  • Good SLAs ,CRM migration and continual improvement on the same, efficiencies like Save Service Visit (Tech. visits) - Resolving the customer's product related concern on single call (Trouble shooting their products issues) & successfully registering their products for extended warranty.

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