Liven

The client experienced difficulties establishing an effective customer support system, facing issues like long resolution times and low satisfaction rates, which led them to seek EverHelp’s assistance.

• The service had 1 customer support agent handling 450 monthly requests.
• The first response time was around 19 minutes, but the entire case resolution could take, on average, 73 hours. 
• Customer satisfaction with the service reached only 56%.

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The EverHelp team evaluated the client’s case and came up with a tailored solution plan to resolve all existing issues with customer services:

• Our experts 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.
• We successfully deployed a detailed knowledge base and implemented streamlined processes, which helped reduce the FRT to 2 minutes and case resolution to 5.
• Our experts also introduced innovative flow theories and conducted systematic testing of new operational workflows.
• Lastly, we established a transparent user feedback collection system, encouraging users to share their insights to drive continuous improvement.
• As a result, our efforts helped raise the CSAT to 86%.