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Plantln

PlantIn app maintained low operating costs for 24/7 customer support team

Situation to be resolved

The client was a startup and didn't have a huge amount of the users' requests, however, they were looking to be available to their customers and plant lovers 24/7 They needed a reliable customer support outsourcing partner that could solve the problem and provide:

  •  proficient 24/7 support team;

  • first-rate customer support via chats and emails;

  • streamlined workflow for all types of the customers' requests;

  • cost-effective team.

Solution

We provided:

  • 24/7 shared support team launchedl;

  • customized workflow to fit Plantin’s goals, practices, and means of communication;

  • powerful knowledge base developed alongside the botanist experts;

  • constant improvement by supporting the continuous and iterative development of the team.

Results

  • around-the-clock support of the product;

  • exceptional coverage (no missed inbound interactions with the customers);

  • easy scalability with a comprehensive knowledge base;

  • reduced cancellation rate by 10%, refund rate by 20%;

  • reasonable price for the low workload.

We offered a cost-efficient and scalable support solution that fully covered the product's needs

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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

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