Audio & Video Transcription Platform

The client turned to EverHelp as they faced challenges with the efficient organization of their customer support services:

• The client’s in-house team dealt with customer support issues, which steadily increased over time.
• They were loaded with tasks and activities, leaving them with little time to deal with customer requests properly.
• The service’s support agents could only reply during office hours, possibly leaving some clients unsatisfied with the provided service.
• The client’s previous vendor fell short when providing product-centered customer support services, as their outsourced agents couldn’t learn all the relevant information fast enough.

Our EverHelp experts looked closely at the issues faced by the client, taking into consideration their needs and requirements. As a result, we came up with the following tailored customer service solutions:

• We established a shared customer support team of 6 agents.
• EverHelp’s customer support representatives were working 24/7 to provide the necessary assistance to platform users.
• As a result, our efforts helped improve the response time to customer queries by 2x.
• The support agents provided helped the client handle an average of 5K monthly requests.