Title is a startup application project that focuses on providing styling services for individuals worldwide.
20 sec
FRT
50K
Requests
4.4 / 5
Trustpilot
Type of client
Online platform
EverHelp client
1 year
Location
USA
Company headcount
100-200
Challenges
The client reached out to EverHelp as a startup needing to establish a well-organized support system:
The project didn’t have a working customer support team on its board.
They wanted to establish an online presence for their newly-developed platform.
Title wanted to provide users with a seamless experience while working with their platform.
Solution
We’ve analyzed the client’s needs and requests and came up with a chain of unique solutions to help them reach their business goals:
First, we sourced and hired a dedicated team of 20 customer support representatives, which allowed us to establish a quick first response time of 20 seconds.
With such a team of support agents, Title was able to handle 9.7K chat queries, and 40.5K of other incoming tickets, handling in general around 50K monthly requests.
Additionally, our team found 5 billing agents to proactively deal with refund cases, allowing us to drop the refund rates from 12% to 4%.
Next, we provided the Title with SMM services to help them establish a solid social media presence and popularize their online platform.
EverHelp recruited 40 stylists to guarantee professional styling services for Title’s users.
Our efforts boosted positive feedback, raising the Title’s TrustPilot review score from 3.7 to 4.4 points out of 5 in total.
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20 sec
FRT
92%
CSAT
Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
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