StreetCrowd

The client turned to EverHelp as they felt the need to improve the customer support for their product:

• The support team faced an overflow of customer tickets, causing the first response time to increase to 1 hour.
• There was a need for a centralized knowledge base to help support agents effectively handle user requests. Without it, full resolution times were reaching 70+ hours.
• The team additionally required general uniform standards to effectively handle incoming requests and raise user brand awareness.
• Agents faced challenges communicating issues, particularly technical ones, resulting in lower user satisfaction with the platform.
• The client also didn’t have a structured feedback system for users to report their needs.

‍

Our EverHelp team assessed the presented issues and developed a comprehensive plan to address all the blind spots and establish an organized customer support service:

• We built a 24/7 shared team with 15 customer support agents to catch and address incoming user requests and handle back-office assistance.
• This allowed us to handle around 5k requests and reduce FRT to 10 minutes.
• We established a direct channel between the technical department and the support team to improve communication, ensuring faster user responses.
• Our experts created a centralized knowledge base with answers to common questions, reducing full case resolution time by 64%.
• Next, we identified the most frequent user issues and implemented a systematic approach to resolve them.
• We introduced a detailed help section for quick self-service assistance to satisfy a growing user base.
• To help the agents, we integrated an automation tool to merge similar requests and reduce support workload.
• Finally, we launched continuous training programs to improve agent performance, increasing brand awareness and boosting user satisfaction.