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Problem Description

The client was selling Windows PC Repair tool to Internet PC users, with the commitment that his tool would fix all PC Problems. He even went to the extent of giving 100% Money back guarantee, if the product doesn’t fix their problem. Where as in actual the product couldn’t only clean windows Registry and there was no way to fix hardware related problems through this software.

To help client fulfill his commitment, we proposed to setup Web based 247 Technical Support Center. Here we employed a team of 7 Microsoft Certified System Engineers to answer customer queries. We got our engineers trained with the product and developed infrastructure to help us keep record of all latest issues. We gave our support engineers to take as much time as they want but to ensure that they are able to reduce refunds to less then .5% from the existing level of around 6%. Within a span of 4-5 months, our support engineers were not even able to reduce the refunds to acceptable limit but even covered the support division’s cost through up sells and cross sells to satisfied customers.