"SheHelps came on board just a couple of weeks before a major launch, and were able to quickly go through our previous support tickets to get an understanding of our business and take over support at a volume that we couldn't handle internally. They helped us put together front facing documentation to reduce support requests and did a fantastic job handling our customers. We couldn't have done it without them!"
~ JUSTIN HANDLEY
With our mission being to connect 10-million people to the Health & Wellness creators they buy from, learn from, rely on and relate to, by providing the industries best customer service we were very excited to be a huge part of this major launch!
Within 2 weeks of onboarding we tookover email & live chat support during the launch. As well as providing administrative assistance to the internal team.
Average Chat Pickup Time:
Average Email Answer Time:
When it comes to first reply time (FRT) and its affect on customer satisfaction, faster is better. A speedy first reply results in higher customer satisfaction.
You know what also has a big impact on customer satisfaction? One touch resolutions (aka first contact resolution, FCR).
First reply time is the amount of time from when a ticket is created to when an agent makes the first reply to the customer.
In the graph below you can see that SheHelps was able to reduce the average answer time by 97% this was during the first 2 weeks of starting.
So, what’s the baseline for an acceptable average first reply time?
General times to aim for tend to be:
In the image below you can see the incoming chats and the chat pickup follows the line exactly. During this 12 day example you can see we answered 517 live chats with an average pickup time of 0.2 minutes.
Having worked with many clients, we’ve seen all clients struggle with expected and unexpected ticket bursts. The most common reasons for overages are product launches, product outages, team holidays, sick leave and unexpected negative media coverage.
With SheHelps you can deliver consistently great support despite product launches, product hiccups, staff turnover and holiday spikes. Our trained teams can handle at least 3x normal volume with no extra charges.
In the image below you can see the fluctuating ticket volume during the Inspiration Inc launch for "The Secret Ingredients" film.