Optimizing Customer Service Performance
A leading streaming platform in the entertainment industry was facing challenges with an overwhelming volume of support tickets and long resolution times. Their customer satisfaction (CSAT) and resolution efficiency were significantly impacted, leading to a drop in user experience quality.
Task
Our team conducted a thorough audit of the client's support operations and developed a streamlined ticket management system. This system was seamlessly integrated with their existing tools. We recruited and trained a dedicated team, implemented robust quality assurance processes, and enforced a zero-backlog policy to drastically improve response and resolution times. Through continuous coaching, real-time CSAT monitoring, and consistent reporting, we enabled the client to achieve sustained excellence in customer support.
