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's services to address their customer support challenges. They were struggling with response efficiency, delayed issue resolution, and low customer satisfaction rates:
- The client’s support team only included one member handling around 215 monthly customer requests.
- This led to a low response rate: the first reply took 207 hours, and the average response time was around 205 hours.
- Due to this, the complete resolution of issues could take up to 250 hours.
- As a result, based on analyzed data, the customer satisfaction rate reached roughly 58.2%.
Solution
EverHelp closely analyzed client’s issues and needs and came up with an elaborate customer support solution:
- First, our experts developed a comprehensive recruitment and training program, establishing a shared support team that raised the number of processed requests to 2.5K.
- We then implemented in-depth metrics to track and analyze support team performance, allowing continuous improvement and effective management of customer inquiries.
- Also, we strengthened the escalation processes to make sure that complex or unresolved issues were quickly transferred to the respective teams.
- The EverHelp team built a feedback loop where user feedback was collected, analyzed, and integrated into the product, allowing for ongoing enhancements and alignment with users’ needs, raising customer satisfaction rates to 85%.
- Lastly, our experts provided monthly statistics for the product, offering insights into performance trends and areas for improvement.
Results
6
Shared team members
2.5k+
Number of requests
4 min
First reply time
5 min
Average response time
85%
Customer satisfaction
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.
