Wisey

SaaS & Software

Description

Wisey is an online platform that help people who are struggling with procrastination. Being a Wisey member, each customer gets a personalised plan with access to 100+ lessons containing useful tips to achieve more in less time, strengthen their willpower, eliminate stress and anxiety.

TYPE OF CLIENT

Online service

Everhelp client

2 year

85%

Customer Satisfaction Score (CSAT)

9 min

First Reply Time (FRT)

5400

Number of support requests

🤔 Situation to be resolved

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.

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💡 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.

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