PlantIn

Initially, the client faced challenges with customer support, struggling with slow response times and limited capacity, which led them to seek EverHelp’s services:

• The client had only one support member managing 366 customer requests per month, leading to capacity constraints.
• Response efficiency was low, with a 6-hour first reply time and an average response time of 10 hours.
• Full resolution of issues took up to 72 hours, negatively impacting customer satisfaction.
• No satisfaction rating system was in place, making measuring and improving customer experience difficult based on gathered data.

After assessing the client’s challenges and needs, EverHelp developed a comprehensive customer support solution:

• Our experts 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.
• Then, we implemented comprehensive metrics to track and analyze the newly gathered support team's performance, including a quality check that reviews 20% of tickets.
• EverHelp team launched 24/7 assistance and expanded support channels to include email, widgets, and social media. It significantly reduced average response time by 90% and initial replies by 98%.
• Also, we improved the escalation processes to ensure that complex or unresolved issues are quickly transferred to the respective teams.
• Last but not least, we established a feedback loop where user feedback is collected, analyzed, and integrated into the product. Thus, we can calculate the satisfaction rating for our client.

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