Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
Challenges
The client initially faced challenges trying to scale their e-commerce customer support team and provide their users with 24/7 tier 1 & 2 customer assistance:
- They only had 4 full-time and 2 part-time customer support agents.
- As a result, instant responses via email and chat were impossible, with the first reply taking up to 10 hours.
- The average case-handling time was 48 hours, which led to low customer satisfaction rates and an average product review score of just 3.5 points.
Solution
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.
Results
6
Team members
10 min
First response time
5 hours
Full resolution time
+26%
Increase in CSAT
37%
Decrease in escalations
4.8
Review score
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.
