Case Study 1

Challenges

Cost Management in Customer Support

With a growing customer base, the client needed to control the rising costs of providing high-quality customer support, especially during peak times when the volume of inquiries spiked.

Scaling Resources During Peak Seasons

The client’s platform experiences a surge in usage during specific times of the year, especially during the beginning and end of school terms. They sought a flexible support model that could efficiently scale to meet these seasonal demands without sacrificing response times or service quality.

Dedicated Linguistic Support

With a diverse user base across various regions, there was a need for native-speaking staff to handle customer inquiries in different languages, ensuring clear and efficient communication with all users.

Rapid Onboarding and Training

Onboarding new customer support staff quickly and effectively was a priority, especially as the client sought to scale their team in line with the platform’s growth and seasonal demands. Training needed to be concise yet thorough to ensure that all staff were well-equipped to assist customers.

Scope of the Project

To address these challenges, FloemTech provided comprehensive customer support services, with a focus on responsiveness, efficiency, and scalability

Our key responsibilities included

Timely Response to Customer Queries

Utilizing Freshdesk for seamless email, chat, and phone support, we ensured that all customer inquiries were addressed promptly and accurately. Whether parents or school staff needed help navigating the platform or troubleshooting issues, our team was available to assist.

Proactive Customer Education and Feature Promotion

Acting as ambassadors for the client’s platform, we regularly informed customers about new features and functionalities. This helped drive engagement with the platform and ensured that users were aware of the latest updates, maximizing the value they derived from the solution.

Leadership Reporting and Trend Analysis

We monitored customer queries and shared insights with the client’s leadership team on emerging trends, common issues, and potential areas for improvement. By highlighting these patterns, we enabled the client to stay ahead of potential challenges and continuously improve the user experience.

Technical Issue Resolution and Follow-Up

We were diligent in following up with customers to ensure that any technical issues were fully resolved. Our team also updated internal databases to document common problems and resolutions, streamlining future support efforts.

Monitoring Social Media for Customer Complaints

We took a proactive approach to social media, monitoring platforms for any customer complaints or issues. Our team reached out directly to provide assistance, ensuring that no concerns went unnoticed and that the client maintained a positive reputation online.

Training and Account Management

Our responsibilities extended to managing customer accounts once sales were complete. We created accounts for new schools and uploaded their data into the platform. Additionally, we provided training to support associates, both from the client’s team and ours, ensuring consistent service quality across all touchpoints.

Outcomes

Optimized Support Costs

By deploying a flexible support model, we helped the client manage their customer service costs without compromising on service quality. This was particularly effective during peak seasons when demand for support increased.

Scalable Customer Support

Our team expanded in response to seasonal fluctuations, ensuring that the client had adequate resources to handle the influx of customer inquiries. This flexibility allowed the client to maintain a high level of service during busy periods without the need for permanent staff increases.

Linguistic and Regional Support

With native-speaking staff available, we provided dedicated support tailored to customers’ linguistic and regional needs. This enhanced the customer experience by ensuring that language barriers were not an obstacle to effective communication.

Improved Platform Engagement

Through proactive customer education and promotion of new features, we helped increase platform engagement, with users more fully utilising the platform’s capabilities. This led to higher satisfaction levels among both parents and school staff.

Enhanced Customer Feedback and Product Development

Gathering customer feedback was integral to the project. By sharing insights with the client’s product, sales, and marketing teams, we played a key role in enhancing app store ratings and driving future product development. Our efforts contributed to a more responsive, user-focused platform.

Efficient Onboarding and Continuous Training

We facilitated the quick onboarding of new customer support associates, ensuring that they were well-trained and capable of handling inquiries. This minimized downtime and ensured a smooth transition during periods of rapid team expansion.