Main Challenge
The main challenge that Skillroads wanted WOW24-7 to address was communication with their customers. They needed a support team to do call verifications for them and make sure that customers upload all information their writers need for writing a resume. Also, a support team is responsible for checking in with a customer and making sure that they are satisfied with a result. If the response is negative an agent keeps in close communication with the customer and navigates the problem.Β
Solution
Skillroads hired two WOW24-7 dedicated agents to handle their customer support. They work remotely and provide daily coverage from 8 am to 4 pm. After sales representatives seal a deal our agents take over the process and evaluate the information provided by customers to assign the right writer for a project.Β
We understood that Skillroads wanted our team to comprehend the multitude of features and specifics of their service and utilize that knowledge in interaction with customers. In order to provide that our team researched the clientβs product and created a knowledge base that included the brandβs voice, target audience and appeal strategy. Learning that information helped our agents to gain a full understanding of the product and integrate it into their work with Skillroads customers.Β
Results
Skillroads positively noted that WOW24-7 agents helped them to get more customer trust and positive feedback. Weβve been able to build a consistent customer satisfaction rate and reduce a churn rate. This improved the overall brand image effectiveness of the companyβs operational system and activities.
By outsourcing their customer support – a responsibility that is very time-consuming – to WOW24-7, Skillroads got more time to concentrate on their core tasks like product development and marketing strategy. Needless to say what a positive impact that had on the organizationβs productivity.