We help to our customers not only to sign up but also to configure the platform and get the ball rolling.
UseDesk helped our Moscow bicycle rental service to speed support up by 6 times.
It used to take us on average about 12 hours and 12 minutes to solve an issue (taking into account issue investigations).
A lot of tickets were simply lost. For now the average response time is 2 hours and 22 minutes and no request we lose!
TThanks to UseDesk automation, 14% of all requests are now getting closed on their own.
The response time has decreased from 7 minutes to 1.5 minutes, which means that we do it 5 times faster.
The cost of closing tickets has decreased threefold. The number of tickets has doubled while the number of agents has remained the same. All channels support is located in one system.
We have structured the support team and have no lost tickets to worry about. Response time now became 3 times faster.
The customer receives an answer on average within 1-2 hours.
Agents may simply respond to our customers in 2 clicks, and they don't have to change request statuses manually anymore.
Thanks to UseDesk, we at MoneyMan have managed to automate 35% of all responses in 3 months.
Response time has been reduced from 2 days to 10 hours.
"Excellent" rates from customers have increased by 10%, so for now 70% of them give us "excellent" rates for support.
All the tickets are stored in one place: email requests, feedback forms, offline messages in the webchat and "no answer calls" trigger messages. Thanks to all these options the orders conversion rate has increased, since support has become much more efficient.
We now also has excluded duplicated responses, since there is "on track" status when the agent starts working on a ticket.
As soon as we've started using UseDesk, our tech support team finally became truly centralized. Our sales department finally has got a chance to track their communications with customers and pick them up without losing time and data.
All our tickets are stored in one system, and are automatically distributed among the agents with priority and response deadline tags.
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