Relatio

SaaS & Software

Description

Relatio is a website that will teach users how to build harmonious and meaningful relationships. Relatio is #1 Online Relationship Improvement Platform.

TYPE OF CLIENT

Online service

Everhelp client

1 year

4177

Number of Support Requests

4 min

First Reply Time (FRT)

86,4%

Customer Satisfaction Score (CSAT)

🤔 Situation to be resolved

Lack of a structured support team and processes, as the product is relatively new;
Challenges handling customer disputes, particularly related to payment services, charges, and unrecognized transactions.

💡 Solution

Established a robust recruitment strategy to build a shared support team;
Introduced comprehensive metrics to track and analyze the support team's performance;
Expanded support channels to include email, widgets, and social media;
Enhanced escalation processes to ensure that complex or unresolved issues are swiftly handled by the appropriate teams;
Set up a feedback loop to gather, analyze, and integrate user feedback into our product development;
Launched ongoing training sessions and workshops to continually enhance the skills and knowledge of our support team;
Developed a knowledge base and FAQ section to provide quick and easy solutions for common issues, thereby reducing response times;
Implemented a reward and recognition program to motivate and acknowledge the exceptional performance of our support team.