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DX Upgrades CSE& Order Process. - 2 blog postings

  • Olli Top 10 Forum Poster Wednesday, February 29, 2012 7:13 AM Reply
    Source 1, source 2


    DealExtreme Upgrades Customer Services for Faster Tickets Processing
    DealExtreme, in its continuing effort to provide to its customers with the best possible service is upgrading the customer service department to maintain its high standards of buyer satisfaction. Real effort is going into creating better process and execution in critical areas to make sure DX customers are able to resolve their issues more quickly.
    DX.com, an international gadget and electronic online retailer closes for seven days each year for the Chinese New Year. During this closure DX.com still takes orders but informs its customers that those orders cannot be shipped during this annual hiatus. To that effect, DX must work doubly hard after the holiday to ensure that orders go out smoothly and quickly.

    To ensure support tickets are addressed more quickly DX.com is implementing the following customer service upgrades:
    1. Their customer service department is working 24 hours a day to resolve all outstanding tickets.
    2. Their customer support live chat is being staffed 24 hours a day, though the wait times to speak to a representative may be slightly longer than usual due to the increased volume of issues.
    3. DX has properly sorted and classified all of the support tickets to faster serve their customers.
    4. DX has hired and trained specialized customer service representatives to handle every support ticket type, and made sure these representatives are well versed in all of the relevant processes related to support resolution. These specialized positions were created and staffed well before the Chinese New Year in anticipation of the influx of support tickets.
    “Customer service is always our number one priority, and something we are always looking to improve” says Tiffany, DX.com Customer Service Department manager. “We have a lot of tickets waiting to answer and we are working 24 hours a day to make sure they do. We are expecting to have the backlog of tickets resolved by the end of March.”
    DealExtreme Customer Dedication
    DealExtreme is dedicated to bringing to its customers the very best in services as well as the largest array of product offerings. Together with free worldwide shippingand the lowest prices, DX.com is your number one choice for gadgets on the internet and the retailer most dedicated to the continual improvement of the way in which it does.


    DealExtreme Revamps Internal Order Processing for Faster Turnaround
    DealExtreme, in its continuing effort to provide to its customers with the best possible service is yet again upgrading internal processes related to order processing to maintain the high standards of buyer satisfaction they enjoy. Hard work and concerted effortare going into creating better process and execution in critical business areas to make sure DX stays the number one gadget retailer on the net.

    To ensure timely order processing of orders placed during the Chinese New Year holiday, DX.com is implementing the following additional upgrades and changes:
    1. DX has created a new processing system with an upgraded Order Management System and Warehouse Management System.
    This new system is capable of processing a substantially larger amount of orders to make sure they go out whenever they are available.
    2. DX.com has built and staffed new warehouses in the U.K., Australia and the United States to make sure items are in stock and are available for purchase. The stock amount shown on the website of a particular item is accurate, and can be relied on in the future as accurate.
    DealExtreme’s impressive 320,000 square foot Digital Fulfillment Center is wholly dedicated to processing and speeding up order resolution. It is adding new high tech equipment and innovative business process to ensure customers’ orders are completed.
    Related to this DX.com has added a comprehensive Supplier Relationship System to keep in contact with their suppliers so that they can source more new products and stock them from a more varied pool of suppliers keeping the stock in Digital Fulfillment Center at optimum levels.
    When asked about DX.com’s level of technology and expertise in the IT arena, Eric, IT Manager said “We are keeping pace with, and in some areas exceeding, technological advances in process management, and we aware of no other online retailer that has DX’s capabilities.”
    DX.com understands it can be frustrating to have to wait longer than expected for goods purchased through its website, and knows that great customer relations and low prices are the most important aspects of doing business in today’s ultra-competitive electronic gadget market.
    DX.com is 100% committed to ensuring that both of these are being met, and that their promise of superior service and offerings are kept.
    DealExtreme Customer Dedication
    DealExtreme is dedicated to bringing to its customers the very best in services as well as the largest array of product offerings. Together with free worldwide shipping and the lowest prices, DX.com is your number one choice for gadgets on the internet and the retailer most dedicated to the continual improvement of the way in which it does.
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