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Dr hiri etessami7/4/2023 Etessami's vision, MMW developed web-based software to streamline the problem reporting and resolution process. Hiri Etessami, established (MMW) with the original vision of offering consumers an on-line means of resolving their problems or complaints with specific companies. PK: Qualte's history is an interesting one. Incidentally, these are all local Southern California companies but Qualte works with companies all over the world.īK: What's the story behind how the company was founded? They use web "self-help" to empower their customers to find answers on their own but also make full use of the system's email management, problem ticketing, live chat and call center functions to provide comprehensive service regardless of the channel of communication. An example of a client that has very general customer service needs is on-line photo processor Pictage, Inc. are stored as an electronic file that can be accessed from any of their locations and by any of their authorized staff and for the first time their customers can file a claim on-line. With Qualte, all claim information including photos, forms, receipts, notes, etc. Trying to coordinate the informationįlow between the various departments and local offices (39 local offices) whose participation was required in the handling of each claim was just too much to ask of their old paper-based claims system. Another very different client, Starving Students Moving Co., is using our system to power their internal claim processing system. As a result, the number of questions that have to be answered manually has gone down by over 80%. They turned to Qualte for our on-line "self-help" applications that allow their viewers to find answers to their own questions. For example, the E! Entertainment Network, the #1 entertainment website in the country, was absolutely inundated with thousands of emails and phone calls per day but really didn't have the customer service staff or infrastructure to handle such volumes. Since each has their own unique needs, we designed our systems to be flexible enough to address a wide range of business pains. PK: Our clients encompass virtually every industry and vertical from entertainment to ecommerce to manufacturing to biotech to software and internet companies, traditional brick and mortar as well as web-based businesses. We bill our clients on a pay as you go monthly basis and as a result, they realize immediate return on investment.īK: Who are some of your customers, and how are they using your services? Using Qualte's cutting-edge web technology, we are able to deliver our clients an extremely robust solution that can be deployed in a matter of hours to days, not weeks to months and does not require any software or hardware purchases. Small/medium size companies need solutions that are deployed very quickly and with minimal expense but still don't skimp on functionality. Unlike many other companies in our field, we cater specifically to small and medium size companies by designing solutions that need their specific needs. Our applications significantly reduce customer turn-over and decrease operating costs while improving customer service quality and responsiveness. PK: Qualte is a leading provider of web-based customer service solutions that enable any size business from small home-based businesses to large multi-national corporation to very quickly provide critical customer support functions such as customer "self-help" and call center capabilities at a cost point to fit any size budget. Making their businesses work, despite the economic slowdown and lack of investment.īK: Tell me a little bit about Qualte and its services- who do you serve, and what's your business model? I spoke with him to get an idea of how people are Peter Kim is CEO of Qualte ( a Los Angeles-based provider of web-based customer service.
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