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Entry submitted by: Ashish Seth (ashcool) Cloudsquads CEO and Founder
Community: YouSendIt Community (support.yousendit.com)
Lithy category: Best Business ROI
At YouSendIt, our #1 goal as an organization is customer satisfaction. Prior to deploying Lithium, we did not offer any support to our free users. With Lithium, we now have various ways to provide support to free users. This results in customer retention and increased brand equity because their positive experience propels them to recommend us to other users or pitch us in enterprise conversations.
The rate of support calls that come to our team should be lower than the rate of our company’s growth - basically call deflection is very important. In 2011, case volume growth was 4% per month. Lithium was implemented by Lithium partner, Cloudsquads, in December 2011, and in 2012, the case growth rate was decreased to 2.5% a month. Customers want to get their answer quickly and efficiently. Call deflection is good for the customer too as it gets them the answer they want quickly and the way they want it. When we rolled out, we saw a immediate 20% drop in call volume simply due to the much improved self-help options. Phone calls are the most expensive support ticket to take, and we were able to take what could have been a 20% cost savings and reinvest into delivering an even better support experience, which translates to more product virality and higher lifetime value of our customers.
Since our deployment of Lithium and some of the customizations that CloudSquads has made, we’ve been able to significantly slow the incoming rate of new cases, and in turn manage the many costs associated with scaling our call center, while at the same time meeting our #1 objective of delivering an exceptional customer experience.
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