Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
Challenges
The client turned to our EverHelp team because they were experiencing request overload, long response times, and case resolution times.
- The support team consisted of 1 member, dealing with 560 monthly customer requests.
- The first reply time on the platform was 5 hours, with an average response time of 8 hours.
- Full case resolutions were typically reached only within 54 hours.
- The client didn’t have established processes and ratings to measure customer satisfaction.
Solution
The EverHelp team has thoroughly assessed the client’s situation and came up with an organized solution plan to improve their customer support efforts:
- First things first, we launched 24/7 assistance to reinforce a brand’s reliability and commitment to its customers.
- Then, we expanded support channels to include email, widgets, and social media.
- These efforts led us to reduce the first reply time to 9 minutes.
- Our experts also created a satisfaction survey to highlight areas where customers face challenges, allowing the company to focus on resolving these issues.
- Additionally, we came up with customized boards for tracking Statistics and Key Team Metrics, used as a powerful tool for managing and improving the team's performance.
- As a final touch, we refined the escalation processes so that all complex issues were instantly transferred to the respective teams, helping reduce the refund rate by 10%.
Results
3 hours
Full resolution time
24/7
Assistance launched
9 min
First reply time
83%
Satisfaction rating
by 10%
Reduced refund 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.
