Client Situation -The client had a poor CSAT score, because of Return Merchandise Authorization (RMA) errors due to their previous support vendor. The errors in RMA resulted in a delay in replacing products still under warranty.
The overall Customer Satisfaction (CSAT) score was at 65% and the RMA error was at a staggering 45%. 30% of the customers received the wrong product replaced because of faulty RMA process. Lack of offline instruction process also impacted issue resolution. Since most of the customer issues were unresolved, there was a significant increase in repeat callers. These led to a dissatisfied customer base.
About Client - A multinational computer hardware and electronics company whose products included desktops, laptops, netbooks, mobile phones, networking equipment, monitors, projectors, motherboards, graphics cards, routers, optical storage, multimedia products, peripherals, wearables, servers, workstations, and tablet PCs.
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