Your trusted growth partner
PDF Master
50k+
5 min
82%
Type of client
EverHelp client
Location
Headcount
Challenges
- Number of platforms - 1;
- Number of users - 80 000;
- Number of support requests - 700/month;
- Number of support agents - 1;
- First Reply Time (FRT) - more than 24 hours;
- Resolution Time - more than 24 hours.
Solution
- Developed a comprehensive recruitment and training program to scale the support team from 1 agent to a projected 60 agents;
- Expanded support team to cover multiple time zones, ensuring 24/7 assistance to accommodate the growing international user base;
- Introduced Kaizo software to evaluate agent performance and provide insights into key metrics;
- Developed a retention flow to save up to 1000 payments monthly by offering lifetime access to the platform, thereby retaining valuable customers;
- Introduced an AI bot to handle subscription cancellations, covering 20% of overall tickets.
Results
Challenges
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