Online Trading Service

Before partnering with EverHelp, the online trading platform faced challenges in delivering seamless customer support to its growing user base, which decreased user satisfaction and retention.

• The platform needed to improve response times for urgent trading inquiries and technical issues, especially during high market volatility.
• Limited internal support capacity led to long wait times, frustrating customers, and potentially losing trading opportunities.
• The client struggled with providing consistently high service quality across multiple communication channels.

After close analysis, EverHelp provided a customized support solution to address these challenges and maximize the positive customer experience on the platform.

• We assembled a specialized team of 8 Customer Support Representatives, one Quality Control Agent, and a Team Lead to manage trading-related queries. 
• This allowed the team to efficiently handle approximately 10K monthly inquiries across live chat, email, and messaging apps.
• Next, we introduced special automation tools and well-defined workflows, which allowed us to reduce the average FRT to 5 minutes and achieve a full resolution time of 8 hours.
• The assigned Quality Control Agent also conducted regular training sessions and performance audits to ensure the team stayed up-to-date with market trends and platform updates.
• Our support allowed the trading platform to maintain a high CSAT level and focus on expanding its market presence.