Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
Online Streaming Service
Our client is a leading streaming service offering a vast library of movies, TV shows, and original content to users worldwide.
7 min
FRT
94%
CSAT
12K
requests
Type of client
Streaming service
EverHelp client
4 months
Location
USA
Company headcount
5 - 7K
Challenges
The streaming platform faced difficulties managing seasonal spikes in customer support requests during peak times, such as major content releases and holiday binge-watching:
- Dramatic increases in query volumes overwhelmed their internal support team, leading to delayed responses and frustrated users.
- Critical issues like account access problems, streaming interruptions, and billing inquiries went unresolved for longer periods, risking subscriber churn.
- The company sought a scalable solution to maintain high-quality support during demand surges without overextending their in-house resources.
Solution
EverHelp collaborated with the client to create a comprehensive support system that addressed their seasonal challenges:
- A flexible team of 8 Customer Support Representatives joined the client’s ranks to help handle peak times.
- By introducing advanced workflow automation, we reduced first reply times to an average of 7 minutes and full resolution times to 8 hours, even during high-demand periods.
- The team managed up to 12,000 monthly requests during seasonal peaks, ensuring omnichannel support across live chat, in-app messaging, and email.
- To further reduce the load on the client’s support team, we introduced a self-service solution in the form of a robust FAQ section. This way, we empowered the client’s customers to resolve common issues — such as password resets or playback troubleshooting — before contacting customer care. The adoption of a self-service solution decreased ticket volume by 20%.
- This dynamic support system by EverHelpers enabled the client to reduce response volumes and enhance subscriber satisfaction by up to 94%.
Results
94%
Customer satisfaction
7 min
First response time
8
Team members
12K
Peak monthly requests
8 hours
Full resolution time
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.
