Usedesk helped our Moscow bicycle rental service to speed support up by six 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 lost. For now, the average response time is 2 hours and 22 minutes, and we don't lose a single request!
Thanks 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 five 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. Now it is on system for all channels support.
We have structured the support team and have no lost tickets to worry about. Response time now became three times faster.
The customer receives an answer on average within 1-2 hours.
Agents may merely 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 automated 35% of all responses in 3 months.
Response time is 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 have excluded duplicate responses, since there is an "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 genuinely centralized. Our sales department, at last, 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.