Our client – Tirebuyer, an online Tire company based in the US, was exponentially growing its customer base month on month. Michael (CEO) knew customer experience would be a critical factor to sustain the growth engine.
Therefore, for keeping up with their business needs he wanted a partner to not just help with setting up a best-in-class customer experience process but also provides the level of agility to ensure the same quality of service to the growing customer base.
Helped Tirebuyer Achieve the Best Customer Service Award by Newsweek
Atidiv established a scalable CX support process with detailed training documentation, playbooks and dashboards. We also provided 24X7 support across all channels, with unmatched flexibility to meet the growing needs of Tirebuyer.
Problem: Difficulty in Providing Best CX
Support to a Vast Pool of Customer Base
Our client – Tirebuyer, an online Tire company based in the US, was exponentially growing its customer base month on month. Michael (CEO) knew customer experience would be a critical factor to sustain the growth engine.
Therefore, for keeping up with their business needs he wanted a partner to not just help with setting up a best-in-class customer experience process but also provides the level of agility to ensure the same quality of service to the growing customer base.
Our Clients
Can’t Stop Raving!
DIRECTOR OF A Media agency,
USA
Aditiv is absolutely fantastic to work with! I am always impressed with their high quality of work. They really care about the business and are the nicest people to work with!”
DIRECTOR OF A Media agency,
France
Aditiv is absolutely fantastic to work with! I am always impressed with their high quality of work. They really care about the business and are the nicest people to work with!”
Solution: Dedicated and Flexible Team
Structure for Best-in-Class CX Support
Atidiv provided a power team offering a bespoke customer
support process with flexibility in buffer capacity to ensure consistency in CX.
Scalable Process Support
- Well-designed staffing model, training documentation, playbooks, real-time dashboards, robust data analytics and reporting capabilities, and support across all communication channels.
- Offered round-the-clock assistance, ensuring that the client’s needs are met at any time.
4-Tier Team Structure
- Complete CX coverage with a dedicated team of CX expert, Account manager, Team lead, Trainers & agents.
- Account manager to work closely with CXOs for fast pace execution of any priorities and to provide full transparency on CX performance.
Unmatched CX Performance
- Ensured to meet and exceed defined guidelines by our client leadership on response time, CSAT, etc.
Scalable Process Support
- Well-designed staffing model, training documentation, playbooks, real-time dashboards, robust data analytics and reporting capabilities, and support across all communication channels.
- Offered round-the-clock assistance, ensuring that the client’s needs are met at any time.
4-Tier Team Structure
- Complete CX coverage with a dedicated team of CX expert, Account manager, Team lead, Trainers & agents.
- Account manager to work closely with CXOs for fast pace execution of any priorities and to provide full transparency on CX performance.
Unmatched CX Performance
- Ensured to meet and exceed defined guidelines by our client leadership on response time, CSAT, etc.
Remarkable Impact
100K
Customer queries handled in 2022
<2 mins
Call wait time
24 x 7
Support across all channels – Email, voice, chat
#1
Ranked by Newsweek for Customer Experience
25%
Reduction in cost/ticket