PlantIn

SaaS & Software

Description

Plantin - is a plant identifier with a database of more than 17,000 species. The app helps with the identification of a plant or its disease, provides plant watering recommendations, adjusts your plant care schedule, and much more!

TYPE OF CLIENT

Online service

Everhelp client

2 year

81%

Customer Satisfaction Score (CSAT)

8 min

First Reply Time (FRT)

3300

Number of support requests

🤔 Situation to be resolved

Number of dedicated team members - 7;
Number of support requests - 3300;
First reply time - 8 minutes;
Average response time - 1 hour;
Full Resolution time - 3 hours;
Satisfaction Rating - 81%.

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💡 Solution

Established a four-step hiring process for the support team, including a bar-raising stage where a top-level specialist ensures the candidate fits the company culture;
Implemented comprehensive metrics to track and analyze the support team's performance, including a quality check that reviews 20% of tickets;
Expanded support channels to include email, widgets, and social media, significantly reducing full resolution time and increasing satisfaction ratings;
Improved the escalation processes to ensure that complex or unresolved issues are quickly transferred to the respective teams;
Established a feedback loop where user feedback is collected, analyzed, and integrated into the product.

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