ColonBroom E-Care – Assistifier

Project Details

A health and wellness company specializing in gut health and weight loss sought to enhance customer experience and satisfaction by outsourcing inbound calls and email support. Assistifier took over these tasks, addressing product inquiries, order tracking, and post-sales service for one of its popular products, meeting daily metrics, and significantly boosting customer satisfaction.

To achieve this, Assistifier formed two specialized teams: one for inbound calls and one for email support. The inbound team focused on metrics such as AHT, CSAT, and FCR, while the email team prioritized prompt and accurate responses. The plan included creating a call flow structure, developing email scenarios, establishing escalation protocols, and setting expectations for operational and performance-related reporting and collaboration.

Project Name

ColonBroom E-Care

Client

Kilo Health

Implementation

Within one month, the client witnessed the successful implementation of these strategies, leading to a noticeable enhancement in customer experience. Impressed by the outcomes, the client opted to expand the team’s size, adding five additional members and two team leaders.

Customer Satisfaction

Following a 60-day operational period, a tangible shift in customer experience was evident, culminating in an impressive net satisfaction score of 95%. To optimize staff efficiency, idle time was limited to a maximum of 60 minutes for the entire team during an 8-hour shift. During periods of lower call volume, team members engaged in training and coaching to further enhance their skills.

Business Growth

Assistifier provided two dedicated teams, one for inbound calls and one for email support, ensuring comprehensive customer service. This allowed the company's core staff to focus on other essential tasks. The scalable solution enabled the integration of additional products, with Assistifier adjusting staff numbers as needed. This approach reduced the risks of new product launches and facilitated better-informed business decisions.

Focus on Development

While Assistifier managed customer care, the client company launched three new products. This support allowed the company to concentrate on product development and market expansion.

Revenue and Savings

With Assistifier handling customer service, the client was able to generate more revenue and achieve significant cost savings. This efficient approach facilitated the company’s growth and operational efficiency.

Summary Results

Assistifier successfully managed sales calls, product inquiries, order tracking, and post-sales. Through strategic planning, efficient operations, and team expansion, Assistifier significantly enhanced customer experience and satisfaction. The project resulted in cost savings, increased profitability, and a scalable solution for future growth, positioning the health & wellness company for continued success.