We have evaluated the client’s current challenges, existing needs, and desired goals and came up with an extensive solution for their customer support initiative:
- First, we provided the client with 4 dedicated email and chat agents and 2 extra social media experts to help establish 24/7 support.
- Our team then designed unique templates and scripts to help the agents handle requests more effectively and establish the tier 1 & 2 customer support design.
- Following the efforts of EverHelp experts, the first response time was reduced to 10 minutes and average handling time to 5 hours.
- Lastly, we could increase the initial customer satisfaction rate by 26%, raising the product review score to 4.8 points out of 5 in total.