Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
StreetCrowd
StreetCrowd is a startup app that connects users with shared mobility providers, allowing them to earn money by relocating cars, charging electric vehicles, and completing other service tasks.
10 min
FRT
<64%
MTTR
5K
Requests
Type of client
Car-sharing Platform
EverHelp client
1 year
Location
Austria
Company headcount
10-50
Challenges
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.
Solution
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.
Results
24/7
Support
10 min
First response time
64%
Decrease in MTTR
5K
Requests
Challenges
Related Case Studies
.png)
.webp)
Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
