Wisey

Our client faced significant challenges in their customer support operations due to insufficient team capacity, making response times too lengthy. Hence, they turned to EverHelp’s expertise.

• The first reply came through in 6 hours, with an average response time of 12 hours, which was too long for customer interactions and follow-ups.
• The client relied on a single support agent to manage only around 550 monthly customer requests.
• Resolving a customer issue entirely took 48 hours. There wasn’t any customer satisfaction tracking system as well.

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EverHelp swiftly came to the rescue, developing a strategy that elevated Wisey’s CX to the next level:

• Our first step was integrating a state-of-the-art ticketing system.
• Then, we streamlined issue prioritization and categorization, cutting the FRT by nearly 6 hours and resolution time by 46 hours for faster, more accurate support.
• Our team established a robust feedback mechanism where users can easily rate their support experience and provide comments for further improvement.
• We implemented quality control and reward programs for agents who consistently achieve high satisfaction scores. It allowed us to enhance performance and give a boost to CSAT.
• A cherry on top is that EverHelpers launched a training program for support agents, focusing on product knowledge, communication skills, and problem-solving techniques.

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