Improving Customer Retention through Customer Satisfaction & Quality Increase: From 30% to 95% CSAT
Challenge
Our client faced issues with quality, training, documentation, and visibility leading to poor CSAT scores, long turnaround times, and a growing backlog.
Solution
Systato provided an outcome-based and performance-focused service reducing duplicate tickets, putting training processes in place, providing multiple options for customers to access support (Chat, Email, Phone, Zoom), and initiating an AI-based QA process.
Results
CSAT increased from 30% to 95%, response times improved dramatically, and overall efficiency soared.
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