Your trusted growth partner
Relatio
4k+
2 min
86%
Type of client
EverHelp client
Location
Headcount
Challenges
- 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.
Results
Challenges
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