Challenge
Passionate to set apart in a crowded marketplace, HireRush never lost its focus on delivering exceptional service. To deliver it, Customer Support was supposed to respond to customer inquiries by phone, voice, email, and website in writing. For a startup where literally one person performed all those duties, it was almost impossible. Ready to level up its service offerings, HireRush turned to a professional Customer Care center in WiserBrand.
Solution
To deliver a rich customer experience, WiserBrand put in place the following steps: Hired a team of emotionally intelligent, empathetic, resourceful communicators Developed internal processes and training programs Added a Spanish-speaking rep Introduced performance analysis and continuous improvement techniques Described procedures for handling both customers’ and providers’ issues on service, registration, purchases, removal of ads/accounts, disputes resolution, refund, etc.
Results
In 4 weeks, a new CS department was launched. In 6 months, the department reached its full production and functional capacity. During the cooperation with Hirerush, the WiserBrand Support Team managed to build long-term relationships with clients and providers. All Customer loyalty and satisfaction indicators improved, while negative attitudes towards the service decreased. All efforts paid off – HireRush income flew up. Later on HireRush decided to switch to a different direction, so it was decided to sunset the work of the Customer Care department. Nevertheless, this project matched the original objectives – HireRush admitted they had received the greatest possible benefit from our partnership. Inspired by the progress, we are eager to kick off new projects
Wiserbrand
Meet WiserBrand, a one-stop shop for eCommerce businesses. We are headquartered in New York and have additional R&D centers in Ukraine and Argentina. WiserBrand is the go-to if you need to custom-build any eCommerce website or reimagine the existing one, create effective marketing strategies and memorable brand experiences and get help...
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