Your trusted growth partner
Skyfluence
10k+
5 min
84,1%
Type of client
EverHelp client
Location
Headcount
Challenges
- 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
Challenges
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