Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
Challenges
Having more than 30k requests per month, the client was looking for a dedicated team of professional customer support representatives to ensure top-quality client assistance via all channels (chats, calls, emails, social media):
- The client wanted a cost-effective customer support outsourcing solution that would allow them to connect with clients via phone, chat, and email.
- They wanted to establish a social media customer service to assist with users’ queries through Instagram, Facebook, Twitter, and TikTok.
- They wanted to provide their users consistent support across all channels, as their first response times averaged 4 hours.
- For the client, having a knowledgeable staff mattered the most.
Solution
EverHelp thoroughly analyzed the client’s requirements and developed a unique customer support strategy to help them meet their business objectives:
- First, we provided the client with a dedicated team of best-fit agents to effectively address customer requests, allowing us to reduce FRT to 5 min.
- Our team then implemented special customer service software to help analyze user queries and provide them with timely answers when they need them.
- We helped design the customer service flow and templates, which allowed our agents to correctly handle even the most complex inquiries under minimum supervision, increasing CSAT by 17%.
- We’ve also appointed dedicated agents to handle customer interactions across social media channels, raising the number of positive feedback and reviews by 46%.
- Generally, our experts helped establish ongoing and outgoing support via all the required channels, which decreased the cancellation rate by 23%.
Results
5 min
First response time
+17%
Increase in CSAT
>46%
More positive reviews
23%
Decrease in cancellations
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.
