Client Overview: A software company offering productivity tools for small businesses.
Challenge: The client faced a high volume of technical support inquiries, leading to overwhelmed support staff and delayed responses.
Solution:
- Organized and categorized common technical issues to create a knowledge base.
- Trained on the software’s functionalities and troubleshooting steps.
- Provided detailed and accurate responses to technical support inquiries.
- Escalated complex issues to the appropriate technical team while keeping customers informed.
Results:
- Decreased backlog of technical support inquiries by 50%.
- Improved resolution time for technical issues.
- Increased customer confidence in the product’s support system.
- Reduced strain on the client’s internal support staff.