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Q3 helps customer support solution to be seamless and efficient for a web-marketplace

Q3's global sourcing model gives the maximum benefit to customers in terms of cost savings, improved quality, access to highly talented professionals, flexibility of operations and reduced time to market.

Company Profile

Client is a website for online shopping from the earth’s biggest selection of Books and was established in 1995. It carries over 1.5 million titles. In order to market ourselves to sell those 1.5 million titles, we have created various “online storefronts” on website such as Amazon.com, Ebay.com and Abebooks.com. These websites have an enormous Client base which affords smaller, reputable businesses exposure to more people in an attempt to sell their items and gain exposure, while affording their own customer’s the opportunity to shop around for the best price.

Business Situation

Client developed a market place as a solution to the problems encountered from over 10 years of selling on various marketplaces and which could resolve problems they faced as marketplace sellers and design a sound seller friendly platform which would allow sellers to upload, maintain and sell their books through the .com. In addition to maintaining our own website and Market-Place, client has maintained itself as the power seller on these Marketplaces. This is largely due to our pricing, which are considerably discounted.

Client has affiliated and uploads the inventory and the in-stock to other partner sites. They are: Amazon.com, amazon.co.uk, amazon.ca, amazon.de, abebooks.com, buy.com, alibris.com, textbookx.com, half.com, ebay.com, valore.com. it received electronic orders from these sites apart from their own website and the process follows where the orders are bi-furcated and passed to the respective publisher/wholesaler and the ASN or the shipping file received from them in return to the orders and the books delivered to the end-buyer. The money transaction is handled by Paypal.com.

Solution

Q3 Technologies has been a technology partner since January 2005. The areas we provide service to this USA client are:

Customer Service
The Customer Service for client is handled at Q3. We handle different mail accounts where the customer issues are reported. The mails consist of any CS issues related to the orders on .com or the orders placed at other affiliate sites. The issues/cases are closed and handled efficiently so that the customer queries get resolved which might also require a follow-up with the vendors and at times, out of the way service to the customers on providing finer information on titles after fetching the data from other sites.

Marketplace
Q3 also handles the service issues for Marketplace. This involves the issues arising from customers/buyers and the seller related issues. We, at Q3, provide the solutions to the sellers in form of steps of instructions to be followed to resolve a specific query which might range from simple file upload issues to acknowledgement and shipping of the orders. This also involves the follow-up on the orders with Marketplace Sellers and to verify that these authentic and genuine sellers.

Benefits

• Support process being continuous due to different time zones.
• Business model and culture at Q3 entails ownership of the process. It is not only the team members who are dedicated to a client; it is the whole company management which works in complete tandem and efficiency to ensure that the relationship is seamless and successful.
• Support was achieved in a very cost effective solution on account of being able to cut down resource costs.
• Provide channel for Indian publishers presence on clients marketplace.