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 has an online shopping portal with the world’s biggest selection of books. It carries over 1.5 million titles. In order to sell the 1.5 million titles, client has created various "online storefronts" on websites such as Amazon.com, Ebay.com and Abebooks.com. These websites have an enormous client base which allows smaller, reputable businesses exposure to more buyers and gain overall exposure in the online shopping segment, while providing their own customers the opportunity to shop at the best price.

Business Situation

EBay.com is the largest auction site/online Marketplace which caters to the online purchasing needs of Global customers.

Client uploads the inventory on eBay.com and receives electronic orders from this site. These orders are passed to the respective publishers/wholesalers in the form of Purchase Orders. Publishers ship these items to the client who gets the orders delivered to the respective buyers, whereas wholesalers drop ship the orders directly to the buyers.

All payments for eBay orders are accepted through Paypal.

Solution

Q3 technologies provides web-based Customer Support to global customers of the client. We at Q3 handle customer queries received through mail accounts as well as eBay web-interface. The customer queries received are mostly CS issues related to the orders placed on eBay.com.

We also take care of general queries received regarding any item. All customer queries are efficiently handled by providing an appropriate resolution and are answered in the specified time period. In order to resolve order related issues, at times, the CS team at Q3 is required to follow up with vendors or coordinate with the EBay customer support department.

Q3 closely monitors the customer feedback received at Ebay.com and the approach is to convert any negative feedback to positive ones and thereby increase the client’s ratings and market on the customer satisfaction. On a negative feedback received for any transaction at eBay.com, Q3 does a follow up with the buyer and tries to achieve a mutual agreement with the buyer to withdraw the negative feedback.

One very significant area of our support is to address the customer claims on EBay.com. Customers file chargeback through Paypal and we dispute the chargeback on client’s behalf and provide all the necessary information to Paypal.

This is one crucial aspect where any inept handling may result in financial penalty to the client from Paypal. We have managed to work efficiently in this field.

Q3 also keeps a track of any new seller programs being offered by eBay.com and keeps the client updated about all new activities taking place at Ebay.com.

Benefits

• Q3 has complete ownership of Customer Support on EBay.
• Cost effective solution for the client
• Trained professionals handle the CS issues
• Customer claims are effectively handled.
• New initiatives undertaken to improve upon the customer support.