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Trendyol
Client:
TrendyolCategory:
BPOChannel:
LiveChat, E-Mail, InboundOperation Language:
English, German, AzerbaijaniLanguages serve
Who is Trendyol?
Trendyol was established in 2010 to provide its customers and sellers with a flawless e-commerce experience.
Trendyol is Turkey’s leading e-commerce company, one of the world’s top platforms, and the first startup in our country that exceeds a valuation of $10 billion – the first Turkish decacorn.
Trendyol digitises tradespeople and SMEs, reaching more customers and expanding their businesses. Trendyol, which supports and promotes the participation of women in the digital economy, domestic production and producers, makes a significant contribution to the growth of the country’s economy and employment opportunities.
Project Goal
Our aim in Trendyol operations is to maximise customer satisfaction with 365 days of uninterrupted service by providing fast and result-oriented solutions to customers.
What did we do?
• We provide solutions to the problems of Trendyol customers by quickly receiving their requests via telephone, Livechat and e-mail channels.
• We provide monthly quality and process training to our customer representatives in order to keep the service quality at the highest level.
• We make the communication traffic coming from all written and verbal channels traceable with regular reports.
• We use efficient dashboards to provide instant status and follow-up of the operation.
Business Results
• Customer experience was improved with fast and solution-oriented services.
• Customer satisfaction increased significantly
• Sales increased as the customer experience was easier and more enjoyable
• The number of customers increased as did the number of vendors
• Fair management of the workload in operations was ensured.
• Instant reporting and equity in the workload significantly increased employee satisfaction and retention.
• Customer satisfaction increased significantly
• Sales increased as the customer experience was easier and more enjoyable
• The number of customers increased as did the number of vendors
• Fair management of the workload in operations was ensured.
• Instant reporting and equity in the workload significantly increased employee satisfaction and retention.
What do Market Researches Say?
According to research, 35% of customers want customer support agents to help them resolve issues in one interaction.
Customers and their expectations are changing rapidly. Quick problem resolution should be one of the most critical call centre metrics. Over a third of customers in a Microsoft survey from 2019 said that resolving issues in one interaction should be a priority for the customer support team.
Thanks to over 25 years of contact centre experience, Procat offers all required digital channel management technologies and services to provide a world-class contact centre to organisations. Activate digital channels and improve customer services in your organisation. Improve operational productivity and sales conversions.