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Customer Care Feature Article


February 13, 2006

Customer Care Case Studies

By TMCnet Special Guest


Special Report from The AnswerNet Network
 
 
Here are some examples of how The AnswerNet Network has organized and delivered quality customer care, to both companies and non-profits.
 
 
CoffeeCakes.com
 
Customer care is served at CoffeeCakes.com, a leading specialty foods e-tailer. The AnswerNet Network’s contact center agents set out customer service, help desk and order entry to discerning customers; they also cross-sell and up-sell items from CoffeeCakes.com’s extensive menu.
 
To provide the best in customer care, AnswerNet Network dedicates contact center agents specifically to CoffeeCakes.com and makes them available 24x7. That way whenever a customer wishes to buy, they will be served by a specially-trained AnswerNet agent.
 
AnswerNet’s dedicated customer care program has enabled CoffeeCakes.com to save $2-$3 per order. By being available 24x7, AnswerNet captures sales opportunities that had been missed. AnswerNet's scalability also permits CoffeeCakes.com to meet seasonable demands. As a result customers are very satisfied with the service!
 
CoffeeCakes.com President and CEO, Sherry Comes and The AnswerNet Network President and CEO, Gary Pudles, gave a joint presentation at ICCM, a top contact center industry conference and trade show. Click here for a copy of the presentation.
 
Per Scholas
 
Customer care begins at home for Per Scholas, a New York City-based non-profit organization that sells refurbished computers to low-income individuals and families at affordable prices. Per Scholas had been marketing to schools, but when computer prices plummeted, individual sales grew significantly. Per Scholas then turned to AnswerNet to handle the increased volume.
 
AnswerNet’s contact center agents handle order entry and customer service, in English and in Spanish. Contact centers in Miami, FL and El Paso, TX, which have large bilingual English/Spanish populations, handle the calls.
 
Scharffen Berger Chocolates
 
Customer care helps sweeten customer relationships for Scharffen Berger Chocolates, which makes gourmet dark chocolate. AnswerNet supplies order entry and customer service for the firm, a unit of The Hershey Company.
 
AnswerNet improved customer care at Scharffen Berger over previous outsourcer providers. Our agents are able to clearly pronounce the company's difficult to pronounce name, which enhances callers' trust. AnswerNet enabled Scharffen Berger to handle peak call volumes by rolling overflow contacts to other networked contact centers.
 
Holt's Cigar
 
How do you provide premium-quality customer care for products that most of your employees do not use? Through careful training of staff who are dedicated to delivering customer service! That is how The AnswerNet Network supplies overflow/after-hours order entry and customer service for Holt Cigar, which provides premium cigars and smoking accessories.
 
The AnswerNet Network assists Holt's in taking orders and answering questions in a timely manner, especially during peak demand occasions, which are Father's Day and the December Holidays. Holt's is a quality vendor with an excellent reputation for service, which AnswerNet agents live up to.

Customer Care


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