Being understaffed, the client had a major backlog in the handling of website-based billing inquiries for in-app purchases; causing delays in chat-engagement for up to 4 hours per customer.
We offered them customer support services by linking their backend chat system to the “Live Operator Online Platform” (LOOP) thereby, redirecting the bulk of customer related inquiries and billing issues to available chat support operators.
Their handling and engagement time decreased to within 10-12 minutes from the unacceptable 2-4 hours per customer. Now, 99% of customers are satisfied with the speed of engagement as well as the resolution provided for raised issues.
