Case Study

Holistic customer and technical support for a leading American computer peripherals organization

iOPEX's customer and technical support team helped the client reduce the turnaround time by 30% and improved the CSAT.


The Client : The client is an American computer peripherals and hardware organization that designs and sells a range of products for computers. And it also includes high-speed DRAM modules, ATX Power Supplies (PSUs), USB flash drives (UFDs), Memory and Case cooling solutions, Gaming Peripherals, Computer Cases, Solid-State Drives (SSDs), and Speakers.


The Challenge :The client was on the lookout for a partner who could take care of their entire email and chat support. They wanted to collaborate with an offshore customer and technical support provider who could understand their operations and circle back on the customer request and corrective measures for the problematic customer queries. Simultaneously the client sought to reduce the turnaround time, improve First Call Resolution (FCR) and increase CSAT.

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