Technical Support Scaling for a Leading UK Industrial E-commerce Brand
We partnered with a prominent UK-based industrial e-commerce company specializing in high-grade fasteners and bolts. By deploying a dedicated on-site team in Prishtina, we managed complex technical inquiries and order logistics, ensuring that UK contractors and manufacturers received expert assistance in real-time.
Challenge
The client faced a significant challenge in managing technical "pre-sales" queries. Customers often needed to verify bolt grades, tensile strengths, and specific dimensions before purchasing. Because their previous support was fragmented, they were losing sales to competitors who could answer technical questions faster
Solution
OLYMP BPO established a specialized support desk within our Prishtina hub. Our specialists were trained on the client's specific inventory and technical data sheets. We utilized Live Chat and Voice support to guide customers through the selection process
Results
The results demonstrated the power of specialized outsourcing: we achieved a 99.8% technical accuracy rate and a 35% increase in conversion for customers who engaged with live support. By handling the "Tier 1" and "Tier 2" technical inquiries, we allowed the client's internal team to focus on high-level procurement and supply chain expansion.
"Jeton and the team in Prishtina have been a total breath of fresh air. They’ve brought a level of technical precision and focus to our UK operations that we were honestly struggling to find elsewhere. Seeing their discipline in action gave us the confidence to scale much faster than we’d originally planned. They aren't just a vendor; they’ve become a proper strategic partner in every sense."
Operations Director, UK Industrial E-commerce Specialist
Project Details
2024
