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Avrora
SaaS & Software
Description
Avrora is an app with a perfect sleep solution for those who would like to fall easily and wake up energized
TYPE OF CLIENT
Online service
Everhelp client
2 years
30%
reduced first response time from 10h to 30 min within 3 months
2 h
reduced average handle time from 48h to 5h
4.8
improved product review score from 3.5 to 4.8
🤔 Situation to be resolved
- To provide the flexible and scaling support team for E-com:
- 24/7 Tier 1 & 2 customer support;
- 4 full-time and 2 part-time dedicated agents;
- instant responce via email and chats.
💡 Solution
We provided:
- 4 dedicated email and chat agents;
- 2 social media experts;
- templates and scripts designed.
🎯 Results
reduced first response time from 10h to 30 min within 3 months;
reduced average handle time from 48h to 5h;
improved product review score from 3.5 to 4.8;
increased customer satisfaction rate by 26%;
decreased the number of tickets that required an escalation by 37%
Let's discuss how we can help you with customer support
