Customer support
SaaS & Software

PDF Master

PDF Master is an innovative tool designed to simplify PDF editing and conversion.

50k+

Requests

5 min

FRT

82%

CSAT
Type of client
Online service
EverHelp client
2 years
Location
USA
Headcount
100-200

Challenges

  • 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

<1 hour
Resolution time
>1 million
Users
3
Platforms
<20%
Reopen rate
82%
Satisfaction rate

Challenges

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