Your trusted growth partner
Mili
2.5k+
4 min
85%
Type of client
EverHelp client
Location
Headcount
Challenges
- Number of support members - 1;
- Number of support requests - 215;
- First reply time - 207 hours;
- Average response time - 205 hours;
- Full Resolution time - 250 hours;
- Customer Satisfaction - 58.2%.
Solution
- Developed a comprehensive recruitment and training program to establish a shared support team;
- Implemented comprehensive metrics to track and analyze support team performance, enabling continuous improvement and efficient management of customer inquiries;
- Enhanced the escalation processes to ensure that complex or unresolved issues are quickly transferred to the respective teams;
- Established a feedback loop where user feedback is collected, analyzed, and integrated into the product, allowing for ongoing enhancements and alignment with user needs;
- Provide monthly statistics for the product, offering insights into performance trends and areas for improvement.
Results
Challenges
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