Avrora

Avrora was provided with 24/7 Tier 1 & 2  customer support

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 emil and chat agents;

  • 2 social media experts;

  • templates and scripts designed.

Results
  • reduced first response time from 10 hours to 30 min within 3 months;

  • reduced average handle time from 48 hours to 5 hours;

  • improved product review score from 3.5 to 4.8.

We provided the flexible and scaling support team that fully covered the product's needs

Booster
Booster increased project's revenue by 10%
Keiki
Keiki agents' performance improved by 25%

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"With the help of our Shared Team option, we could offer a cost-efficient and scalable support solution that fully covered the product's needs."

Mykhaylo Grynets

PlantIn Chief Executive Officer