Skyfluence is a web platform that gives you access to the monthly challenges that aim to give you a wealthier or healthier lifestyle. During each day of the challenge, you learn something new and work on assignments.
TYPE OF CLIENT
Online service
Everhelp client
1 year
9856
Number of Support Requests
5 min
First Reply Time (FRT)
84,1%
Customer Satisfaction Score (CSAT)
🤔 Situation to be resolved
The absence of any support processes and team, as the product is new;
Issues with resolving disputes with payment services, customer complaints regarding charges, and unrecognized transactions;
Only 2 support tickets in total, with a full resolution time of 90 hours each.
💡 Solution
Developed a robust recruitment process for hiring a dedicated support team;
Implemented comprehensive metrics for tracking and analysing support team performance;
Expanded support channels to include email, widgets, and social media;
Enhanced escalation processes to ensure complex or unresolved issues are promptly addressed by the appropriate teams;
Established a feedback loop to collect, analyse, and integrate user feedback into our product development;
Launched regular training sessions and workshops to continuously up-skill our support team, ensuring they are equipped with the latest knowledge and techniques;
Introduced a customer satisfaction survey to gauge the effectiveness of our support services and identify areas for improvement;
Created a knowledge base and FAQ section to provide quick and easy solutions for common issues, reducing response times;
Implemented a reward and recognition program to motivate and acknowledge the exceptional performance of our support team;
Appointed a dedicated Billing Member to handle disputes from payment providers.
🎯 Results
Number of dedicated team members - 6
Number of billing members - 1
First reply time - 5 minutes
Full Resolution time - 54 min
Satisfaction Rating - 84.1%
Let's discuss how we can help you with customer support