Skyfluence

SaaS & Software

Description

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.