Liven

SaaS & Software

Description

Liven is an app designed to support mental well-being by providing tools such as mood tracking, bite-sized courses, CBT-based techniques, and breathwork exercises. It aims to help users manage stress, anxiety, and procrastination through scientifically-backed methods and personalized assessments. 

TYPE OF CLIENT

Online service

Everhelp client

2 year

86%

Customer Satisfaction Score (CSAT)

2 min

First Reply Time (FRT)

76000

Number of support requests

🤔 Situation to be resolved

Number of requests monthly - 450;
Number of support members - 1;
First reply time - 19 minutes;
Full Resolution time - 73 hours;
Satisfaction Rate - 56%.

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💡 Solution

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;
Successfully deployed a comprehensive knowledge base and implemented streamlined processes;
Introduced innovative flow theories and conducted rigorous testing of new operational workflows;
Established a transparent user feedback collection system, actively encouraging users to share their insights to drive continuous improvement.

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