INDUSTRY:
Gaming
SITUATION:
Gaming company was looking for a partner to handle Level 1 E-Mail and Voice Technical Support for their retail arcade machines.
CAMPAIGN:
Technical Support, Customer Care, Inbound Voice & E-Mail
OBJECTIVE:
Reduce backlog of email interactions while providing a memorable customer experience and striving for high CSAT and NPS results.
KPI TARGETS:
Average Talk Time, Email Per Hour, CSAT
RESULTS:
We were able to completely clear email backlog of over 20,000 emails by 100% within 2 weeks of launch while handling the current
intake volume providing a closed-loop experience for the customer.