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Mobile & Web Marketplace App
Our client is a newly developed mobile & web marketplace app for locals. It is designed to make shopping for various products, from books to home items, available wherever and whenever you are.
3 min
FRT
85%
CSAT
10K
requests
Type of client
Mobile & web marketplace
EverHelp client
1 year
Location
Germany
Company headcount
20-50
Challenges
The client has launched a marketplace app as a new startup and sought EverHelp’s assistance with organizing an effective customer startup support system.
- Our client had no in-house support team to handle customer inquiries and issues.
- They faced significant challenges in resolving payment-related disputes and tracking packages for customers.
Solution
We identified the client’s primary pain points and introduced a customized solution to establish efficient customer support team:
- First, we hired and trained a team of 8 dedicated support agents to handle buyers’ requests.
- We also introduced specific KPIs to monitor and improve response times, resolution rates, and customer satisfaction.
- Next, we set up primary support through email, in-app chat, and social media platforms to meet customers where they are.
- Additionally, our experts created a detailed self-service knowledge base for our agents to address common issues, establishing the FRT at 3 minutes.
- We streamlined escalation procedures for complex issues, making the average resolution time 42 minutes.
- Our team also initiated a feedback loop to gather and analyze user feedback, allowing continuous improvement in product and service.
- To help manage payment disputes, we have appointed a dedicated Billing Agent to ensure timely case resolutions.
- Lastly, we conducted continuous monthly training sessions to keep the support team updated on new app features and best practices in customer assistance.
Results
8
Team members
1
Billing Agent
3 min
First response time
42 min
Full resolution time
85%
Customer satisfaction
Challenges
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I was impressed with their flexibility and speed. EverHelp assembled a team in a matter of days, set up clear automated and standardized processes, and immediately brought our SLAs to a whole new level.
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