Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
Challenges
The client sought EverHelp’s assistance due to the improperly organized customer support system, marked by an influx of user queries and long response times.
- The client had just 1 service platform with around 80K users.
- The customer support team only had 1 agent dealing with 700 requests a month.
- Both the first response and resolution time were more than 24 hours.
Solution
The EverHelp team studied the client’s case and came up with an elaborate solution targeted at resolving the existing issues and reaching the customer support goals:
- We developed a specialized recruitment and training program to scale the support team from 1 agent to a projected 60 agents.
- Afterward, we expanded the support team to cover multiple time zones, ensuring 24/7 assistance to accommodate international users, and increasing the satisfaction rate to 82%.
- Our team also introduced Kaizo software to evaluate agent performance and provide insights into key metrics such as the decrease in case resolution time to 1 hour.
- Additionally, our experts developed a retention flow to save up to 1000 payments monthly by offering lifetime access to the platform, thereby retaining valuable customers.
- As the last step, we introduced an AI bot to handle subscription cancellations, now covering 20% of all tickets.
Results
<1 hour
Resolution time
>1 million
Users
3
Platforms
<20%
Reopen rate
82%
Satisfaction rate
Challenges
Related Case Studies
.png)
.webp)
Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
