Retail Customer Support Case Studies

Two success stories demonstrating comprehensive retail customer support solutions that drive platform growth, merchant success, and customer satisfaction across ASEAN and European markets.

Case Study 1: ASEAN E-commerce Platform

9-Year Partnership | 1,000+ Agents | 5 Countries

Challenge

Multi-market e-commerce platform requiring comprehensive seller and buyer support across diverse ASEAN markets.

Solution

Dual-sided Marketplace Support
Seller Support: Merchant onboarding, platform guidance, policy compliance
Buyer Support: Purchase assistance, order tracking, issue resolution

Strategic Expansion Timeline
2018: Thailand and Vietnam launch
2021: Malaysia, Indonesia, Singapore expansion
2024: Philippines integration

Operational Excellence
Indonesia English Hub: Centralized operations for regional efficiency
Localized Teams: Native language support in each market

Result

  • 1,000+ Agents across 5 countries
  • 9-Year Partnership with continuous growth
  • Complete ASEAN Coverage supporting marketplace expansion

Case Study 2: Global E-commerce Platform

European Expansion | 250 FTEs | AI-Enhanced Support

Challenge

European market expansion requiring native-quality support across 5 languages while maintaining cost efficiency.

Solution

AI-Enhanced Multi-language Operations
Markets: UK, Italy, France, Spain, Germany
Technology: AI translation with human expertise
Operations: Indonesia-based English support with seamless language conversion

Service Flow
1. Customers submit inquiries in local languages
2. AI translates to English for agent processing
3. Responses translated back to customer language

Outstanding Results

  • 82% CSAT across all European markets
  • 95% Response Rate with industry-leading efficiency
  • 8% Escalation Rate demonstrating effective resolution

Driving Retail Success Through Customer Experience

These success stories showcase transcosmos's comprehensive approach to retail customer support, enabling e-commerce platforms to scale globally while delivering exceptional customer experiences. From ASEAN marketplace expansion to European market entry, our solutions drive both platform growth and customer satisfaction.

Why transcosmos Leads in Retail Customer Support

Retail Expertise

Deep understanding of e-commerce customer journeys and marketplace dynamics

Global Scalability

Proven expansion from 2 to 5 markets while maintaining service quality

Technology Innovation

AI translation integration enabling cost-effective global support

Long-term Partnership

9-year track record demonstrating sustained value delivery

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