Supply Chain Management Firm

Before partnering with EverHelp, the supply chain management firm struggled to streamline its customer support operations, which impacted efficiency and client satisfaction.

• The company needed to enhance response times for critical shipment inquiries and issue resolution.
• Limited internal support resources created a bottleneck during high-demand periods, causing delays in communication and escalating customer frustrations.

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EverHelp provided tailored support to address these challenges and improve overall customer service quality.

• We deployed a dedicated support team, including 7 Customer Support Representatives, one Quality Control Agent, and a Team Lead, to manage logistics-related customer queries and ensure consistent service excellence.
• By implementing standardized workflows and automation tools, we reduced first reply times to 12 minutes and full resolution times to 12 hours, aligning with industry best practices.
• The team handled approximately 7,500 monthly queries across email, phone, and live chat.
• Regular performance reviews and analytics driven by the Quality Control Agent helped identify pain points, leading to continuous process improvements.
• With our support, the supply chain company could focus on its core operations while maintaining high levels of client satisfaction.