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PDF Master
SaaS & Software
Description
PDF Master is an innovative tool designed to simplify PDF editing and conversion, catering to both beginners and experienced users
TYPE OF CLIENT
Online service
Everhelp client
1 year
50 000
Number of Support Requests
5 min
First Reply Time (FRT)
1000
reactivated users due to new support flow
🤔 Situation to be resolved
- Number of platforms - 1;
- Number of users - 80 000;
- Number of support requests - 700/month;
- Number of support agents - 1;
- First Reply Time (FRT) - more than 24 hours;
- Resolution Time - more than 24 hours.
💡 Solution
- Developed a comprehensive recruitment and training program to scale the support team from 1 agent to a projected 60 agents;
- Expanded support team to cover multiple time zones, ensuring 24/7 assistance to accommodate the growing international user base;
- Introduced Kaizo software to evaluate agent performance and provide insights into key metrics;
- Developed a retention flow to save up to 1000 payments monthly by offering lifetime access to the platform, thereby retaining valuable customers;
- Introduced an AI bot to handle subscription cancellations, covering 20% of overall tickets.
🎯 Results
Resolution Time - less than 1 hour
Number of Users - over 1 million
Number of Platforms - 3
Reopen Rate - less than 20%
Satisfaction Rate - 82 %
Let's discuss how we can help you with customer support
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