Client: Point of Sale application company. A tech start-up, well-funded but in its infancy.
The Challenge
Client was experiencing a 50+ percent abandonment rate, handle time over 50 minutes.
The Solution
Launched customer journey process that identified unanticipated issues
Team took over client implementations, developed training manuals and improved training systems.
Customer Service updates: Team took over system configuration process, creating a slick, clean set-up.
Developed new call flow processes empowering first-call resolution.
The Results
30 percent decrease in support calls.
Reduced handle time to 18 minutes.
Increased first call resolution to over 80 percent.
Customer Experience was instrumental to company growth: Client launched significant strategic partnerships with major global enterprise corporations.