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[BEFORE/after] "PayLate Trusted Payment"
Katerina Vinokhodova
Usedesk co-founder
About the company
Industry
Online payment in installments
Customers
- Individuals purchasing goods or services in online stores by installments.
- Partners: online stores, services, travel agencies.
24/7
Working time
50
Support team member
"The main thing is that the line of communication is properly built: the responsible employee receives messages that he or she can escalate, the problems that need to be solved promptly are immediately highlighted from the general mass. We combined channels of communication with customers, categorized appeals, adjusted work processes - all this has affected the response time" - Irina Nadtochaeva, head of customer support
Before Usedesk
Customer inquiries were handled in the mail, separately in the chat room, and by phone. What problems were encountered:
1. Letters were duplicated in several mailboxes; we had to do double work, some letters were lost.
2. because the history of references was not visible, the client had to ask additional questions to find the previous reference. This irritated the customers and was time-consuming.
3. The departments' interaction was not transparent: support would pass the client's question to another department by mail. It was hard to control who was responsible at what stage; some letters got lost. As a result, the problem resolution was delayed.
4. The manager had no reporting and control over the work of employees; there was no understanding of what topics clients address.
1. Letters were duplicated in several mailboxes; we had to do double work, some letters were lost.
2. because the history of references was not visible, the client had to ask additional questions to find the previous reference. This irritated the customers and was time-consuming.
3. The departments' interaction was not transparent: support would pass the client's question to another department by mail. It was hard to control who was responsible at what stage; some letters got lost. As a result, the problem resolution was delayed.
4. The manager had no reporting and control over the work of employees; there was no understanding of what topics clients address.
With Usedesk
1. Several mailboxes, chat, social networks, WhatsApp, and telephony are connected to Usedesk. All appeals in one place - nothing is lost.
2. Usedesk now shows the entire history: when the client contacted, who talked to him. Repeated appeals are merged, and no time is wasted on them.
3. In addition to support, there are several departments in Usedesk: 2 line tech support, partner support, lawyers, etc. The decision chain is now transparent due to automatic routing and internal comments, and the interaction between departments is under control.
4. A motivational scheme for employees is built based on performance metrics. The feedback report helps to understand how satisfied customers are, and the report on the subjects of appeals shows weaknesses in processes and products and helps to respond to them quickly.
2. Usedesk now shows the entire history: when the client contacted, who talked to him. Repeated appeals are merged, and no time is wasted on them.
3. In addition to support, there are several departments in Usedesk: 2 line tech support, partner support, lawyers, etc. The decision chain is now transparent due to automatic routing and internal comments, and the interaction between departments is under control.
4. A motivational scheme for employees is built based on performance metrics. The feedback report helps to understand how satisfied customers are, and the report on the subjects of appeals shows weaknesses in processes and products and helps to respond to them quickly.
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