Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
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Challenges
The client experienced difficulties establishing an effective customer support system, facing issues like long resolution times and low satisfaction rates, which led them to seek EverHelp’s assistance.
- The service had 1 customer support agent handling 450 monthly requests.
- The first response time was around 19 minutes, but the entire case resolution could take, on average, 73 hours.
- Customer satisfaction with the service reached only 56%.
Solution
The EverHelp team evaluated the client’s case and came up with a tailored solution plan to resolve all existing issues with customer services:
- Our experts quickly expanded operations by forming and managing a specialized team of 20 support agents and 2 bilingual agents to handle increased demand during peak seasons.
- We successfully deployed a detailed knowledge base and implemented streamlined processes, which helped reduce the FRT to 2 minutes and case resolution to 5.
- Our experts also introduced innovative flow theories and conducted systematic testing of new operational workflows.
- Lastly, we established a transparent user feedback collection system, encouraging users to share their insights to drive continuous improvement.
- As a result, our efforts helped raise the CSAT to 86%.
Results
5 min
Full resolution time
22
Dedicated team members
12 min
Average response time
2 min
First reply time
86%
Satisfaction 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.
