Finding and Fixing CX Bottlenecks

Who

CXO

Issue

A B2C SaaS company was unclear about the reason(s) for their Support team’s continued low performance on SLAs and customer satisfaction.

Solution

Using Readyly, they were able to zero in on the cause: too few agents were properly trained in Account Registration, the largest bucket of tickets. Only one agent was properly trained in Refunds. Both conditions were leading to excessively long Initial Response Times (IRT); tickets sat in the queue of only a handful of agents. The client trained additional agents on both major ticket issues and now monitors skill level proactively.

Result

Client was able to reduce IRT by 40%.