Customer support
Gaming & Entertainment

Keiki

Keiki is the ultimate edutainment tool for toddlers and preschoolers.

9 min

FRT

83%

CSAT

3100

Support Requests
Type of client
Online service
EverHelp client
3 years
Location
USA
Headcount
50-100

Challenges

  • Number of requests monthly - 560
  • Number of support members - 1
  • First reply time - 5 hours
  • Average response time - 8 hours
  • Full Resolution time - 54 hours
  • Satisfaction Rating - absent

Solution

  • Launched 24/7 assistance to reinforce a brand’s reliability and commitment to its customers
  • Created satisfaction survey to highlight areas where customers are facing challenges, enabling the company to focus on resolving these issues
  • Came up with customised boards for tracking Statistics and Key Team Metrics which became a powerful tool for managing and improving the team performance
  • Expanded support channels to include email, widgets and social media
  • Reduced first reply time to 9 minutes
  • Refined the escalation processes to ensure that all complex issues are instantly transferred to the respective teams

Results

3 hours
Full resolution time
24/7
Assistance launched
9 minutes
First reply time
83%
Satisfaction rating
by 10%
Reduced refund rate

Challenges

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