Harris Farm Markets Support Project
Call and email
Response times to their customer support lines increased by 10-fold in a matter of days. They needed help fast to reduce call waiting times and improve the speed of email responses and engaged us to help tackle the surge of customer support issues.
With our help call first response times improved, waiting times reduced and issue resolution times returned to normal.
How did we do it?
We used a combination Technical Smarts and Brute Force to scale up Harris Farm’s support output.
We Reconfigured Zendesk Support System
We used our experience configuring sales and support systems to overhaul the Harris Farm support system (Zendesk). We re-configured Zendesk to make better use of automation features, routing and reporting, making sure simple customer issues were answered immediately in real-time, and more complex issues were handled by support agents.
We were also able to develop reports to identify the big issues and feedback critical intelligence to Harris Farm management, helping them fix the root cause of the main issues.
We Quickly Scaled up their Team
We used our local knowledge to recruit and train 38 support staff in a matter of days. We were able to quickly find capable candidates, screen them for the right skills, train and deploy them to the project.
We are different from the usual outsourcing company you might encounter. There are several reviews online comparing us to alternatives (Microsourcing, Beepo, Acquire BPO). We have also been described as one of the top 5 BPOs in Australia. See how we can help you improve the output and efficiency of your Customer Support team.