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Case
iHelp
iHelp
Efficiency and Quality in Customer Support
Client
iHelp
Website
ihelpchat.com
Status
Concluded
Categories
Challenge
How to improve efficiency in customer service and support?
Ihelp had a demand to be able to deliver efficiency and quality in its service and support, at the same time reducing waiting time and improving final customer satisfaction, but how to deliver this result in a practical way and without displacing resources. .. That's why Ihelp chose us!
Solution
A customizable platform
We created a platform that suits Ihelp's needs, building an advanced service flow that adapts to the demand of each action, thus managing to automate service with quick responses and improving the experience that users had when entering the service.
Actions and Possibilities
For the platform to adapt to each need, we developed a series of actions and possibilities that could be carried out, such as creating a specific service flow, carrying out satisfaction surveys and, if necessary, directing the user to a human attendant, maintaining efficiency when serving a customer.
Technologies used:
Frontend
Backend
Results
Reduction in service time
With a pre-determined service flow, we were able to reduce the time customers spent being served, resulting in better dynamics leading directly to their support objective.
Reduction in support costs
Support automation allowed Ihelp to reduce the high costs it had to maintain its support and still improve its efficiency, being able to focus its resources on other internal differentiators of the company.
Improved user experience
The increase in efficiency with ChatBot resulted in a great improvement in customer satisfaction with service. As a result, users' experience with Ihelp has improved considerably compared to the old support and service system.
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