Language Learning App

Having more than 30k requests per month, the client was looking for a dedicated team of professional customer support representatives to ensure top-quality client assistance via all channels (chats, calls, emails, social media):

• The client wanted a cost-effective customer support outsourcing solution that would allow them to connect with clients via phone, chat, and email.
• They wanted to establish a social media customer service to assist with users’ queries through Instagram, Facebook, Twitter, and TikTok.
• They wanted to provide their users consistent support across all channels, as their first response times averaged 4 hours.
• For the client, having a knowledgeable staff mattered the most.

EverHelp thoroughly analyzed the client’s requirements and developed a unique customer support strategy to help them meet their business objectives:

• First, we provided the client with a dedicated team of best-fit agents to effectively address customer requests, allowing us to reduce FRT to 5 min.
• Our team then implemented special customer service software to help analyze user queries and provide them with timely answers when they need them.
• We helped design the customer service flow and templates, which allowed our agents to correctly handle even the most complex inquiries under minimum supervision, increasing CSAT by 17%.
• We’ve also appointed dedicated agents to handle customer interactions across social media channels, raising the number of positive feedback and reviews by 46%.
• Generally, our experts helped establish ongoing and outgoing support via all the required channels, which decreased the cancellation rate by 23%.