Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
Challenges
The client turned to EverHelp as they faced challenges organizing their customer support team:
- There was neither organized customer support processes nor a dedicated team to address customer queries.
- The client only had 1 customer support agent handling 600 tickets a month.
- The first response time on the platform was usually more than 20 minutes, with an average reply taking up to 2 hours.
- This hindered the user experience, increasing customer satisfaction to only 69%.
Solution
After close consideration and analysis of the client’s case, the EverHelp team has established a solution tailored to their unique needs and requirements:
- First, we established strong customer support processes and formed a team of dedicated support agents, which helped reduce the first response time to 3 minutes on emails and 20 seconds on chats.
- Additionally, we developed the concept and curriculum for Lumi Stylists School and launched it to train and onboard the team of professionals helping the users.
- Then, we established the recruitment process to hire more expert stylists, bringing 36 specialists to the platform.
- Finally, we empowered stylists to provide personalized styling advice and recommendations to users, helping increase the initial satisfaction rate to 92%.
Results
60k+
Requests per months
3 min
First response time on emails
20 sec
First response time on chats
92%
Satisfaction rating
36
Number of stylists
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.
