Brava Fabrics

Before working with EverHelp, the apparel company encountered challenges in managing its customer support operations effectively.

• Our client sought to improve their first-contact resolution rates and, therefore, overall customer satisfaction.
  
• However, they faced the issue of limited in-house support team capacity which was unable to cover such needs, as well as handling peak volumes.

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EverHelp stepped in with solutions to tackle the challenges and improve the company’s customer support.

• We shortened full resolution times to 21 hours and 39 minutes as well as the first reply time to 13 hours and 10 minutes. We're continuing to improve, moving closer to the industry’s top 10 benchmarks every day.
• We analyzed the client’s support demands and provided a helping hand - one English-speaking agent to expand the in-house team’s capacity while keeping costs efficient.
  
• Our expert has handled around 6300 tickets across three channels: email, Facebook messages, and WhatsApp.
• Thus, EverHelp helped raise average satisfaction rates, resulting in 95% CSAT.
  
  

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