Platform
In the smartphone app market, services such as E-commerce, Foods, Fashion, finance, and transportation are closely related to real life It grows at an infinite rate and offers customers a variety of experiences.
MetaM suitable for Platform Business which emphasizes customer experience (CX: Customer Experience) We provide value creation as well as experience in communication between platform companies and customers.
Business
Differences / Features
- Provide stable service to 50 Platform & Commerce companies in Korea
- 24x365, Full-time, Part-time, Work management suitable for operation services such as telecommuting
- Call, Chat, 1:1 Text, Seller, TNS, VOC various channel response including professional management, etc.
- Based on various operational experiences, various know-how for brand image enhancement
Business overview
Customer Service
- Handling customer inquiries and history management such as order, CS, delivery, cancellation & refund
CS Exclusive Consultation
- Support for customer complaint handling & request feedback
- non-standard handling, external complaint handling
VIP Dedicated Support
- Service support for specific customers
VOC Management
- Customer VOC Management and Data Collection Management
- Daily, Weekly, Monthly and others
Service Quality Management
- Call Monitoring, CSAT, NPS Management
Business Consultation
- Business processing between vendor & customer Confirmation & forwarding of inquiries
Marketing & Promotion Management
- On & Off_line Marketing Management & Promotion Guide Management
Fake Product Monitoring
- For fake products among sales products Guide monitoring progress
Risk Management
- Management according to the occurrence of issues by product, item, and promotion
Raw Data & Ticket Management
- Inquiries from customers who entered the channel
- Management of Raw Data & Ticket
Chat Customer Service
- Kakaotok & Open Chat Service Consultation
1:1 Bulletin Board Consultation Service
- Web, Mobile Bulletin Board Consultation
SMS Service
- Text Sending Service Support
Call Back Service
- Callback support according to request time
Happy Call Service
- Confirmation of completion of goods, services, etc.
ASP Service
- Application, customer center system infrastructure, center top surface service
BCP Center Construction
- Business continuity management in case of emergency
Telecommuting Service
- Working from home in case of an emergency Infrastructure support
Digital Service
- STT/TTS, Support for digital services such as chatbots
Call Center & External Training Support
- Support for specialized education curriculum
Success Story
Rapid Launching
Direct to Outsourcing transition due to increased customer enquiries
- Center Launching in 2 weeks
- 100% peer experience deployed
Local Center Dualization
Presentation of 2 Local Centers due to the difficulty of expanding Seoul Center
- Seoul Manager 2 Center Residential
- Know-how support, including education and operational management
Data Analysis
Gender, Age, Area and VOC Analysis of Inquiry Customers
- Data Analysis of Needs by Customer
- Presentation as marketing materials
Emergency Response
Inquiry volume surged due to weather, fire, Covid19 and negative media reports
- Short-term/part-time staff quickly introduced through the recruitment pool
- Additional work environment secured by providing home-based solutions