Client: Point of Sale system (tech) start-up, well-funded but in its infancy.
Issue: Client’s internal customer service team was faltering, experiencing an over 50% call abandonment rate and an average customer support call handle time over 50 minutes.
Solution: Professional Services Team implemented a customer journey process that identified major issues: many of the POS company’s clients had been configuring software incorrectly.
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.
Team developed new call flow processes empowering first-call resolution.
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 and was acquired shortly thereafter.