Software/Technology
501-5000 Employees
A leading app developer wanted to extend their support coverage globally but didn’t have agents in enough regions to cover all the required time zones. With a desire for 24-hour, five-day-a-week support, they were ready to find the right partner to help them succeed.
The app developer had several global support goals they needed help to achieve. In addition to moving from a 9 to 5 to 24/5 support model, they also wanted to decrease response times for U.S. customers currently waiting more than 12 hours for turnaround support, shorten general response time from over 24 hours to less than eight hours, reduce ticket escalations to their development team and increase positive reviews to encourage more app downloads. With all these goals in mind, they knew they’d need help to succeed and turned to ServiceRocket for outsourced support.
ServiceRocket rose to the challenge by setting up dedicated support teams in Chile and the Asia-Pacific (APAC) region to extend the app developer’s support coverage hours. In the APAC region, ServiceRocket set up a special 5 a.m. to 2 p.m. shift to boost regional coverage and better align support with Eastern Standard Time in North America. In Chile, ServiceRocket set up two new support shifts to increase overlap with Pacific Standard Time, further expanding their support coverage. With these new shifts, ServiceRocket’s dedicated support engineers can now act as subject matter experts for the developer’s products in both regions.
ServiceRocket’s global support expertise helped the company not only meet but exceed many of their initial support goals. With better global support coverage, ServiceRocket’s outsourced support helped the app developer reduce overall response times, increase customer satisfaction scores, deflect 97.2% of tickets to their development team and add 32 new top-tier reviews in just six months. A win for everyone!
