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Keiki
SaaS & Software
Sales Support
e-Commerce & Marketplaces
Description
Keiki is offering unique exercises allowing simply the learning process for both parents and your little one.
TYPE OF CLIENT
Online service
Everhelp client
2 years
70%
decreased first response and full resolution time by 70%
98%
chat answering rate exceeded 98%
25%
agents’ performance improved by 25%
🤔 Situation to be resolved
The product wanted to be more intentional about customer service metrics and:
- get regular analytics;
- manage all support process;
- optimise essential support metrics;
- monthly/ weekly/ daily reporting on the most popular requests;
- agents’ performance statistics.
💡 Solution
We provided:
- designed and launched telegram support bot as a one source of truth;
- get visibility across channels and inboxes;
- set alerts system;
- provided an hourly distribution plot of created requests and the amount of replies made;
The bot is implemented for 3 levels:
- statistics for analysts;
- statistics for team leads;
- statistics for shift leads.
🎯 Results
due to the regular alerting system decreased first response and full resolution time by 70%;
chat answering rate exceeded 98%;
reduced refund rate by 10%;
agents’ performance improved by 25%;
by offering in-app support and clear troubleshooting resources, minimized user frustration and enhanced app usability.
Let's discuss how we can help you with customer support
