Enhancing Customer Satisfaction through Grammarly Business: A Global BPO Case Study
Technology Category
- Analytics & Modeling - Process Analytics
- Networks & Connectivity - 5G
Applicable Industries
- Equipment & Machinery
- Telecommunications
Applicable Functions
- Quality Assurance
- Sales & Marketing
Use Cases
- Time Sensitive Networking
- Visual Quality Detection
Services
- Testing & Certification
About The Customer
The customer in this case study is a global Business Process Outsourcing (BPO) company with 19 locations. The company serves a wide range of industries, including finance, telecommunications, and delivery retailers. It handles a high volume of support requests daily across various channels and serves 5 million client customers. The company was facing challenges in improving the quality of its customer service due to issues with communication quality, especially as many of its agents were non-native English speakers. The company was also dealing with unhappy clients and penalties due to these issues.
The Challenge
A global Business Process Outsourcing (BPO) company, serving a wide range of industries from finance to telecommunications, was facing a significant challenge in improving the quality of its customer service. The company was dealing with a high volume of support requests daily across various channels, including live chat and email. However, the quality of communication was a major concern, leading to complaints from clients and their customers. The company was also facing penalties due to unhappy clients. The challenge was further compounded by the fact that many of the customer service agents were non-native English speakers. While they had a good command of English, the lack of appropriate tools and time constraints made it difficult for them to ensure their messages were clear and professional. The company tried using canned responses, but this approach was not effective for complex customer support questions and often made customers feel like they were talking to a robot.
The Solution
The company decided to invest in Grammarly Business as a solution to their communication challenges. The decision was influenced by an individual who had been using Grammarly for personal tasks and saw its potential benefits for the broader team. The company rolled out Grammarly Business to 250 customer support agents. The tool helped the agents to catch spelling mistakes, adjust grammar and syntax, and write in a friendly tone. It also served as a teaching tool, providing guidance on how to fix mistakes, thus saving substantial time for managers who were coaching the agents. The use of Grammarly Business ensured that adjustments to canned responses were clear to customers, thereby improving the quality of communication. The company also emphasized the importance of good grammar for better communication and equipped its team with tools to increase productivity.
Operational Impact
Quantitative Benefit
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