Customer support
SaaS & Software

Avrora

Avrora is an app with a perfect sleep solution for those who would like to fall easily and wake up energized.

95%

CSAT

10 min

FRT

4.8

Review score
Type of client
Online service
EverHelp client
2 years
Location
Ukraine
Headcount
50-100

Challenges

  • To provide the flexible and scaling support team for E-com:
  • 24/7 Tier 1 & 2 customer support;
  • 4 full-time and 2 part-time dedicated agents;
  • instant responce via email and chats.

Solution

We provided:

  • 4 dedicated email and chat agents;
  • 2 social media experts;
  • templates and scripts designed.

Results

10h to 30 min
reduce in first response time
48h to 5h
reduce in average handling time
3.5 to 4.8
improve of the product review score
by 26%
increased customer satisfaction rate
by 37%
decreased the escalation rate

Challenges

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