Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
Digital Banking App
Our client is a fast-growing UK digital banking app. They provide users with secure and convenient financial solutions, including real-time transactions, budget tracking, and loans.
2 min
FRT
15K
requests
97%
CSAT
Type of client
Digital Bank
EverHelp client
1 year
Location
UK
Company headcount
200-500
Challenges
The client was met with significant challenges in managing its customer support operations, which lowered user satisfaction and retention and led them to seek EverHelp’s assistance:
- The app needed to reduce response times for urgent issues such as payment failures, account lockouts, and fraud concerns.
- Limited in-house resources caused delays in handling inquiries during peak usage, leading to user frustration and negative reviews.
- Maintaining consistent support quality across multiple channels was a persistent issue.
Solution
Based on the gathered data, our EverHelp team designed a personalized support strategy to meet the unique demands of the digital banking sector and raise the user experience levels.
- We found and hired a team of 12 Customer Support Representatives to manage banking-related queries, especially during peak times.
- As a result, we reduced FRT to 2 minutes for in-app chat and achieved an average full resolution time of 6 hours for complex issues.
- The agents managed approximately 15K monthly requests across all channels, ensuring a smooth user experience.
- We also established ongoing training and instructional materials, so the team remained knowledgeable about regulatory updates, security protocols, and app features.
- Our partnership allowed the client to raise the user satisfaction rates to 97%.
Results
97%
Customer satisfaction
2 min
First response time
15K
Monthly requests
12
Team members
6 hours
full resolution time
Challenges
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Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
