Thank you!
Liven
86%
2 min
30k+
Type of client
EverHelp client
Location
Headcount
Challenges
- Number of requests monthly - 450;
- Number of support members - 1;
- First reply time - 19 minutes;
- Full Resolution time - 73 hours;
- Satisfaction Rate - 56%.
Solution
- Quickly expanded operations by forming and managing a specialized team of 20 support agents and 2 bilingual agents to handle increased demand during peak seasons;
- Successfully deployed a comprehensive knowledge base and implemented streamlined processes;
- Introduced innovative flow theories and conducted rigorous testing of new operational workflows;
- Established a transparent user feedback collection system, actively encouraging users to share their insights to drive continuous improvement.
Results
Challenges
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