Your trusted growth partner
Keiki
9 min
83%
3100
Type of client
EverHelp client
Location
Headcount
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
Challenges
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