Your trusted growth partner
Wisey
85%
9 min
5400
Type of client
EverHelp client
Location
Headcount
Challenges
- Number of requests monthly - 550;
- Number of support members - 1;
- First reply time - 6 hours;
- Average response time - 12 hours;
- Full Resolution time - 48 hours;
- Satisfaction Rating - absent.
Solution
- Successfully integrated a state-of-the-art ticketing system;
- Improved response and resolution times by efficiently prioritizing and categorizing user issues, leading to faster and more accurate support;
- Established a robust feedback mechanism where users can easily rate their support experience and provide comments for further improvement;
- Implemented quality control and reward programs for agents who consistently achieve high satisfaction scores;
- Launched a training program for support agents, focusing on product knowledge, communication skills, and problem-solving techniques.
Results
Challenges
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