Improved retention rate and enhanced customer experience

Our client was dealing with a high volume of users requesting refunds after purchasing new software or auto renewal of software. Additionally, they were seeing declining customer satisfaction scores from end-users who engaged support via a call and agents with local language capabilities were not always available.

Through collaboration with our client and a close observation of a series of refund requests, Sutherland identified various issues and opportunities to reduce the overall amount being refunded and generate higher revenues for the client. We trained and empowered the support team to help customers feel valued by offering discounts, explaining product functionality, and providing innovative solutions through cross-sell and up-sell opportunities. We also developed and implemented a Machine Translated Chat option that allows customers to engage with agents in their local language at all times.