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With quick and Responsive Email Customer Support Service, SunTec Helps Its Client Manage Better Customer Relationship

Client’s Business: Online Retailers of Bathroom and Kitchen Products

Email Customer Support Services Case Study

Client Background

Our Client is a prominent online retailer of bathroom and kitchen items. Its website attracts more than 5,000 visitors every day on an average. It stocks all sorts of bathroom and kitchen items from leading brands. Products worth more than 3 million are warehoused in two large facilities and can be purchased from the online store ensuring that the customers get to choose from an array of items as per their requirement and budget.

Client Requirements

The online store of the client was attracting good number of visitors; however, customer interaction and satisfaction was an issue. Therefore, the client wanted a proper customer support mechanism that could help them achieve better and prompt communication and increased level of customer satisfaction.


  • The challenge was to unfailingly and precisely responding to email queries generated by thousands of visitors every day, thus improving the ecommerce customer relationship management and retention.
  • To reply to queries that required co-ordination with courier companies or with other departments from the client’s company also posed a challenge to provide speedy ecommerce customer services.
  • To improve the average response rate of emails to decrease the level of order cancellations and missed opportunities of sales realization. High Volume Email Support Services

The eCommerce Division of readily formed a dedicated team of three members with relevant experience who would be able to offer primary Email Support Services to the client. The project manager appointed on this was the point of contact (POC) for the client, and was responsible for quality assurance of the services delivered. The team entrusted with the project was offered proper induction about the client’s business, processes and delivery model, ensuring they do not miss out on any relevant details at the time of addressing the queries raised by the current or potential customers.

Some of the most important set of questions that our team handles on a day-to-day basis revolve around (but not limited to):

Orders and Delivery

Orders and Delivery

  • Tracking the customer’s order, change / update in order information,
  • Request for speeding up the delivery, delivery during the weekends
  • Responding to queries related to non-receipt of order confirmation mails
  • Gathering information from courier companies and resolving queries related to delay in delivery

Payment Methods

  • Providing information to customers regarding payment processing
  • Offering customers valuable information and support in case of multiple debit transactions from their card/account at the time of purchasing items from client’s website Informing customers regarding payment process and delay in realization of payment in case the payment is made through eCheques

Returns, Exchanges & Refunds policy of the client

  • Change or cancellation of order, adding items to an order recently placed, cases of order arriving damaged/faulty, something missing from the order, or a Customer planning to claim under warranty, etc.;
  • Acquiring information from other depart ments of client’s company to inform customers about replacement, exchange and refund processes

Technical Assistance and Queries

  • Resolving problems pertaining to installation and use of items
  • Generalized inquiries on plumbing kits, buildup of lime scale to specific questions focusing on changing the cartridge in the tap, etc.


  • For our client, we process more than 10,000 emails every month. Our focused effort has reduced the response time from days to a few hours.
  • Being in a different time zone, it is easier for us to maintain the response time through holidays and weekends.

Responding to the customer queries in time and with suitable information and solution, expert Email Customer Support Services offered by SunTec has helped the client achieve better customer satisfaction.


  • Prompt response to queries raised by the customers and update on their order information
  • Customers can benefit from valuable information regarding replacements, rebates & refunds
  • Cutting down on time taken to address customers queries to as low as a few hour thus making them feel properly assisted and valuable
  • Decline in customer grievances, costs, along with improved ecommerce customer relationship management.

For more information, contact:

Client Speak

It has always been great to work with They take complete responsibility of the project and make sure it is done accurately and on-time. Their customer service is excellent and their prices are modest. These qualities have been extremely beneficial to me as a client.

Thank you SunTec!

David Lavinsky

Chief, Business Planning Division,

Home Electronics and Appliance Store

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