Case study

Customer Support 13+ years Dedicated Team

Improve SLA compliance and ticket resolution times to enhance customer satisfaction and mitigate potential business risks


Industry: Tech Companies
Business Model: Dedicated Team
Duration: 13 years - ongoing
case study Tech Companies Customer Support 13+ years Dedicated Team
30%
SLA compliance increase
10%
Customer satisfaction enhanced
20%
Follow-up responses increased

Main Challenges

SLA Non-Compliance: The client faced challenges in meeting the agreed service level agreement (SLA) targets for ticket resolution, resulting in a low compliance rate. This led to dissatisfied customers and the potential for negative consequences on the business.

Delayed Critical Ticket Resolution: The client experienced difficulties in promptly addressing tickets that were approaching or at risk of breaching their SLA. This posed a significant risk of violating contractual obligations and had the potential to negatively impact customer satisfaction.

IntelligentBee Solution

Dedicated team - Floaters: To optimize ticket management, we formed a dedicated team known as Floaters. Their primary focus is on efficiently handling the ticket queue and providing prompt responses to high-priority tickets nearing their SLA deadline.

Proactive resolution of critical tickets: The Floaters team took charge of identifying tickets at risk of breaching the SLA. By resolving them proactively before the deadline, we maintained consistent compliance with the SLA requirements.

Payscore

“Automating income verification requires establishing trust with the applicant immediately. If they have questions, our success and our brand are entirely dependent on answering their questions clearly, accurately, and immediately. The team at IntelligentBee feels like our team. They staff our front line support, respond as if their personal success depended on it, and do so with the thoroughness and excellence that keeps our customers happy, our success metrics off the charts, and our business expanding.”

Stephen Arifin

Founder, CTO of Payscore

http://www.payscore.com

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