Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
Challenges
Our client faced significant challenges in their customer support due to insufficient team capacity, making response times too lengthy. Hence, they turned to EverHelp’s startup support 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.
Solution
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.
Results
2 hours
Full Resolution Time
7
Dedicated team members
1 hour
Average response time
9 min
First reply time
85%
Satisfaction rate
Challenges
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Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
