Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
Challenges
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.
Solution
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.
Results
8 min
First reply time
7
Dedicated team members
1 hour
Average response time
3 hours
Full resolution time
81%
Satisfaction rate
Challenges
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Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
