Mobile & Web Marketplace App

The client has launched a marketplace app as a new startup and sought EverHelp’s assistance with organizing an effective customer support system.

• Our client had no in-house support team to handle customer inquiries and issues.
• They faced significant challenges in resolving payment-related disputes and tracking packages for customers.

We identified the client’s primary pain points and introduced a customized solution to establish efficient customer support operations:

• First, we hired and trained a team of 8 dedicated support agents to handle buyers’ requests.
• We also introduced specific KPIs to monitor and improve response times, resolution rates, and customer satisfaction.
• Next, we set up primary support through email, in-app chat, and social media platforms to meet customers where they are.
• Additionally, our experts created a detailed self-service knowledge base for our agents to address common issues, establishing the FRT at 3 minutes.
• We streamlined escalation procedures for complex issues, making the average resolution time 42 minutes.
• Our team also initiated a feedback loop to gather and analyze user feedback, allowing continuous improvement in product and service.
• To help manage payment disputes, we have appointed a dedicated Billing Agent to ensure timely case resolutions.
• Lastly, we conducted continuous monthly training sessions to keep the support team updated on new app features and best practices in customer assistance.