Merchant Success Case Studies
Case Study 1: ASEAN E-commerce Platform
Comprehensive Seller Success Program | Malaysia Operations
Challenge
ASEAN e-commerce platform experiencing rapid seller growth needed strategic merchant success program to improve acquisition, performance, and retention across diverse markets.
Merchant Success Solution
Growth Support
- Strategic Merchant Acquisition: Seller Academy with tutorials, FAQs, and live webinars
- Telesales Excellence: Proactive outreach and onboarding support
- Performance Management: Tiered support model with dedicated account managers
Technical Enablement
- Platform Optimization: Real-time dashboards and performance analytics
- Technical Troubleshooting: Automated health monitoring with early intervention alerts
- Performance Monitoring: Data-driven insights and recommendation engines
Outstanding Results
- Seller Activation: 44% → 70% (+59% improvement)
- Seller Retention: 50% → 75% (+50% improvement)
- Response Time: 9.1 mins → 5.7 mins (-37% faster)
- Seller Satisfaction: 76% → 91% (+20% improvement)
Case Study 2: China Marketplace Platform
Integrated Merchant Growth Support | 500+ Agents
Challenge
One of China's largest marketplaces needed comprehensive merchant support to drive seller growth, improve performance, and enhance customer satisfaction in the competitive Chinese e-commerce market.
Merchant Success Solution
Growth Support Services
- Strategic Merchant Acquisition: Seller onboarding and ecosystem integration
- Performance Optimization: Consumer communication facilitation and conflict prevention
- Operational Excellence: Order processing support and delivery coordination
Technical Enablement
- Platform Guidance: Comprehensive marketplace navigation and feature utilization
- Performance Monitoring: Real-time support across multiple channels (chat, phone)
- Quality Assurance: 8:00-24:00 coverage for critical merchant operations
Market:
China Mainland | Language: Mandarin | Scale: 500+ agents
Growth Success
- Rapid Expansion: 80 agents → 500+ agents within one year
- Service Evolution: Extended from basic support to comprehensive merchant enablement
- Quality Recognition: Service excellence led to expanded merchant success responsibilities
Building Merchant Success at Scale
transcosmos Merchant Success Excellence
Growth Support
Strategic merchant acquisition, telesales excellence, and performance management driving seller growth
Technical Enablement
Platform optimization, technical troubleshooting, and performance monitoring with data-driven insights
Proven Results
6x scale growth capability with measurable improvements in activation, retention, and satisfaction metrics
Market Expertise
Native intelligence across China and ASEAN markets with comprehensive merchant ecosystem understanding