Customer Success Services for a Mobile Application
Industry: Mobile Application
Size: 11-50 employees
The client developed an app that turns daily steps into digital currency, that users can spend in the in-app marketplace on charitable donations or products from over 400 companies in the UK, US, EU, Canada and Australia.
We started working with our client in 2018. They provide their customers with a Walking App and they were looking to build a team of lead generation specialists. The ideal customer profile and inputs for the search were pretty uncommon and required a lot of analytical and research skills to build even a small database of potential customers.
After 8 months of successful cooperation, our team consisting of sales assistants, lead researchers and Project Managers were pretty much professionals in the client’s product. That’s why it was not a surprise when we received a request to expand the team and add Customer Success professionals to augment their in-house customer support team.
We started the process by setting up a call and discussing all of the requirements, working hours, an ideal agent profile, KPIs and an onboarding plan.
The ideal candidate should have a fluent level of English, with no accent, experience in customer support, a proactive approach, problem-solving skills, be technically savvy and patient. After conducting an internal selection process, the client interviewed and confirmed the customer success agents to join the team.
Since we already had a very good understanding of the client’s product and user pain points, we created an onboarding document and training process to better exchange the knowledge between sales assistants and customer success agents. Typically, we use such metrics as CSAT, Service level and First resolution time to track the performance.
Our client increased the CSAT level from 4.0 points to 4.5
Our client confirms the level of quality as 97%
We set up a well-organized structure, with sales and customer success agents who are monitored by our operations department and need minimum supervision from the UK office.