Keiki

SaaS & Software
Sales Support
e-Commerce & Marketplaces
Description
Keiki is the ultimate edutainment tool for toddlers and preschoolers. In the app, you may find everything kids need to spend time with benefit: learning games, worksheets, interactive cartoons, and other essential activities. All of this comes together to create a safe educational environment for children worldwide.
TYPE OF CLIENT
Online service
Everhelp client
3 years

3100

Number of Support Requests

9 min

First Reply Time (FRT)

83%

Customer Satisfaction Score (CSAT)

🤔 Situation to be resolved

  • 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

Full Resolution time - 3 hours
Launched 24/7 assistance
First reply time - 9 minutes
Satisfaction Rating - 83%
Reduced refund rate by 10%

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