Online Streaming Service

The streaming platform faced difficulties managing seasonal spikes in customer support requests during peak times, such as major content releases and holiday binge-watching:

• Dramatic increases in query volumes overwhelmed their internal support team, leading to delayed responses and frustrated users.
• Critical issues like account access problems, streaming interruptions, and billing inquiries went unresolved for longer periods, risking subscriber churn.
• The company sought a scalable solution to maintain high-quality support during demand surges without overextending their in-house resources.

‍

EverHelp collaborated with the client to create a comprehensive support system that addressed their seasonal challenges:

• A flexible team of 8 Customer Support Representatives joined the client’s ranks to help handle peak times.
• By introducing advanced workflow automation, we reduced first reply times to an average of 7 minutes and full resolution times to 8 hours, even during high-demand periods.
• The team managed up to 12,000 monthly requests during seasonal peaks, ensuring omnichannel support across live chat, in-app messaging, and email.
• To further reduce the load on the client’s support team, we introduced a self-service solution in the form of a robust FAQ section. This way, we empowered the client’s customers to resolve common issues — such as password resets or playback troubleshooting — before contacting customer care. The adoption of a self-service solution decreased ticket volume by 20%.‍
• This dynamic support system by EverHelpers enabled the client to reduce response volumes and enhance subscriber satisfaction by up to 94%.