Relatio

As the client introduced a new product to the market, they were met with challenges in establishing a sound customer support system, prompting them to turn to EverHelp.

• The service lacked a structured support team and processes.
• They had issues handling customer disputes related to payment services, charges, and unrecognized transactions.

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The EverHelp team of experts closely analyzed the client’s situation and introduced an organized solution to help them meet their customer support goals:

• For starters, our team established a steady recruitment strategy to build a shared support team, bringing in 6 agents.
• Then, we introduced comprehensive metrics to track and analyze the support team's performance.
• We also expanded support channels to include email, widgets, and social media, allowing us to provide 12 public replies per hour.
• Next, our experts refined escalation processes so that complex or unresolved issues were swiftly handled by the appropriate teams, bringing the resolution time down to 58 minutes.
• Additionally, we set up a feedback loop to gather, analyze, and integrate user feedback into our product development, allowing to raise customer satisfaction levels to 86%.
• Our team launched regular training sessions and workshops to continually advance the skills and knowledge of our support team.
• Plus, we developed a knowledge base and FAQ section to provide quick and easy solutions for common issues, thereby reducing the first response time to 4 minutes.
• Last but not least, we implemented a reward and recognition program to motivate and acknowledge the exceptional performance of our support team.