Customer Story
Streamlining Customer Care Cases with Crowdsourcing
Blitzpath Innovations revolutionized customer care for a leading computer manufacturer by implementing a cutting-edge crowdsourcing solution.
Challenge:
Our client, a leading computer manufacturer, faced a significant challenge in managing their customer care cases efficiently. The engineers responsible for customer services cases often found themselves overwhelmed with support and assistance cases, diverting valuable time and resources from maker cases. Establishing a separate team to handle these support cases would have added significant burdens in terms of management and costs, creating a pressing need for a cost-effective solution.
Solution: Crowdsourcing Expertise: Blitzpath Innovations introduced a revolutionary crowdsourcing method to address this challenge. We onboarded technical experts from around the nation, creating a diverse pool of talent capable of handling support and assistance cases. These experts worked on a flexible basis, choosing their preferred hours and accepting cases based on their expertise. This approach ensured a constantly available support system, operating 24/7 and effectively handling customer care cases.
Innovative Technology for Efficient Operations:Our in-house technology played a crucial role in monitoring and managing the crowdsourced support system. It provided real-time insights into the total case inflow, cases diverted to individuals, and the number of cases successfully resolved. Additionally, it measured the quality of resolutions through modern CX metrics like NPS, CSAT, CES, and XLA. This technology also acted as an HRIS, facilitating the onboarding of technical experts and providing performance insights.
Enhanced Support with Tech-Book and Expert Intervention:To further enhance support efficiency, Blitzpath Innovations developed a tech-book that served as a comprehensive reference guide for technical experts. In case of complex issues, a team of expert technicians was ready to provide immediate intervention, ensuring timely and effective resolution of customer care cases.
Results: Cost-Efficiency and Customer Satisfaction: By implementing this crowdsourcing model and leveraging innovative technology, our client experienced significant benefits. They efficiently diverted a substantial amount of traffic from maker cases to support cases, optimizing costs without compromising on customer service. This streamlined approach not only improved customer satisfaction levels but also elevated the overall customer experience by breaking linguistic barriers and ensuring timely resolutions.
Conclusion: Blitzpath Innovations’ innovative crowdsourcing solution transformed the way our client managed customer care cases, demonstrating our commitment to cost-efficient and effective customer service solutions. Through collaborative efforts and strategic technology utilization, we helped our client achieve operational excellence and enhance customer satisfaction, driving success in a competitive market landscape.