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Featured Customer Story

Chat-based Technical Support for leading security services provider

The Client
This security services provider is the world leader in providing solutions to help individuals and enterprises assure the security, availability, and integrity of their information.

The Business Challenge
With cost control as its driver, the security services provider wanted to streamline the technical support operations for its Anti-Virus product line.

The client sells Anti-Virus products to the consumer markets. There are over 110 million licensed users and the client generates close to 55 million support touch points with the customers.

The primary mode of support was voice, which had a high cost structure even after moving voice support operations to a low-cost location like India. The estimated cost per voice transaction was about $ 6.00 and was a significant contributor in reducing client’s profit margins.

The Solution
e4e proposed and deployed an innovative and comprehensive Chat-based technical support solution including the underlying application infrastructure, support processes, technical staff, knowledgebase etc.

The capability was delivered in 45 days and the client was able to move a large portion of their voice transaction to Chat-based technical support.

The Results
Working with the client’s team, e4e was able to -

• Reduce cost per technical support transaction by 75%
• Increase CSAT (customer satisfaction) levels by 15% using Chat-based technical support.

Delivering beyond expectations, e4e’s technical support solution using Chat has helped the client maximize their business value.