With EverHelps Back Office strategy you are able to get optimized back-office workflow, a personalized approach within chats, ticket systems, telephony, emails, and customized interactions that tailor your particular platform.Get your quote
Our inbound and outbound call center teams are custom built to help your existing team evolve. We invest in people and culture to better serve you and the custom teams we build for you. Our technology-enabled, empowered, and engaged teams deliver enhanced global customer engagement and experience.
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Dedicated teams provide support in over 25 different languages for our customers around the globe.
Our technical support teams enhance customer experience with a focus on first pass resolution to any technical problem. Our custom teams support businesses and consumers according to client service level agreements and security requirements.
Our chat support teams allow your customers to engage with you any time, from any device to resolve any issues. Our custom teams drive higher customer satisfaction, deliver significant cost savings, provide business continuity, and assist live agents to improve the customer experience.
Our email support teams establish good communication with customers focused on building trust. Our custom teams are trained in effective written communication to enable an enhanced customer experience.
EverHelp follows a product-oriented approach, focusing on delivering tangible and impactful outcomes. Rather than merely providing services, we treat each project as a product, taking into account its lifecycle, market fit, and customer value. This approach enables us to understand your business objectives, align our efforts accordingly, and create solutions that effectively address your needs.
At EverHelp, we have a rigorous recruitment process to ensure that we select top-quality support agents who align with our values and possess the necessary skills to deliver exceptional customer service. Here are the steps involved in recruiting our support agents:
•CV Prescreen: We review applicants' CVs to assess their qualifications and relevant skills.
•Interview with Recruiter: Shortlisted candidates participate in an interview to assess their suitability for the role.
•Test Task: Candidates may be given a test task to evaluate their problem-solving abilities.
•Interview with Support Lead: Successful candidates proceed to an interview with a Support Lead to assess their industry knowledge and teamwork skills.
•Bar Raising: The final step involves the skill check to identify candidates who consistently deliver exceptional support.
Through this process, we aim to select support agents who meet our high standards and align with our customer-centric approach.
No -so you don't have to worry about hidden additional costs, such as setup fees. Setup is absolutely free!
We offer a highly trained QA team to support your team. QA pulls tickets for each agent on a weekly basis andholds ongoing coaching meetings during the lifetime of your account. We'll work with you to understand yourdesired outcomes and develop our custom action plan and an SLA for your review and approval. An SLA outlinesthe commitment we provide to you to maintain the desired level of service in terms of specific target metrics bywhich each service area is measured. Your Account Manager will monitor the performance to ensure that all criticalbenchmarks are being met and that you are completely satisfied.
In order to ensure that our Support Agents seamlessly integrate with your team, we aim to mirror your internal processes during training. Any materials you can provide to EverHelp will be invaluable for equipping our team. Once our training team reviews your existing processes and documentation, we will inform you if there are any gaps that could enhance the training process. If necessary, we can assist in creating the content needed to ensure a streamlined training program.
We prioritize data security and have stringent measures in place. Our team is equipped with various security measures, including:
•Two-tiered firewall architecture: This architecture provides an added layer of protection against unauthorized access.
•Disk encryption: We employ disk encryption to ensure the confidentiality and integrity of stored data.
•Data loss protection: We have mechanisms in place to prevent the loss or unauthorized disclosure of sensitive data.
•Intrusion detection: Our systems are equipped with intrusion detection capabilities to identify and respond to potential security breaches.
•LDAP authentication: We utilize LDAP (Lightweight Directory Access Protocol) authentication for secure user authentication and access control.
•File integrity management: We employ file integrity management techniques to monitor and detect any unauthorized modifications to files.
•Security event correlation: We implement security event correlation mechanisms to identify patterns and detect potential security incidents.