Skyfluence

As the client’s product was new, they faced many challenges, especially when dealing with customers, which led them to seek EverHelp’s assistance:

• The client didn’t yet have any established support processes or a team.
• They had issues resolving disputes with payment services, mainly consisting of customer complaints regarding charges and unrecognized transactions.
• In total, only two support tickets came in, each with a full resolution time of 90 hours.

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EverHelp recognized and assessed the challenges the client ran into with their new product and came up with a unique and organized solution to bring their customer support efforts to a higher level:

• We started by developing a smooth recruitment process that allowed us to hire a dedicated support team of 6 agents.
• Then, our experts introduced stringent metrics for tracking and analyzing support team performance.
• We expanded support channels to include email, widgets, and social media.
• Additionally, our team improved escalation processes so that the appropriate teams could promptly address complex or unresolved issues, bringing the average resolution time to 54 minutes.
• Our team introduced a customer satisfaction survey to gauge the effectiveness of our support services and identify areas for improvement.
• Next, we established a feedback loop to collect, analyze, and integrate user feedback into our product development, raising the customer satisfaction rate to 84.1%.
• EverHelp experts have also launched regular training sessions and workshops to ensure the support team is constantly updated about the latest practices and techniques.
• We created a knowledge base and FAQ section to provide quick and easy solutions for common issues, reducing the first response time to 5 minutes.
• Our team also implemented a reward and recognition program to motivate and acknowledge the exceptional performance of our support team.
• Lastly, EverHelp appointed a dedicated Billing Member to handle vast disputes with payment providers.