Support from start to end nets 10% conversion rate increase
公司规模
11-200
地区
- America
国家
- United States
产品
- LiveChat
- Zendesk integration
技术栈
- LiveChat
- Zendesk
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
- 功能应用 - 企业资源规划系统 (ERP)
适用行业
- Software
适用功能
- 销售与市场营销
服务
- 系统集成
- 培训
关于客户
Resume Companion is an Internet-based company that provides resume creation services for job seekers. The company has already served over 8 million job seekers, helping them create improved resumes in their efforts to find a job. The company is based in Kensington, MD, and has a dedicated team of professionals who offer assistance in creating upper-tier resumes. The company has serviced over 650,000 clients and continues to grow. They aim to provide constant support for visitors, creating trust and ensuring that new customers feel taken care of.
挑战
Resume Companion, an Internet-based company providing resume creation services, wanted to provide a support system that would replace the timely, traditional email or phone support. They wanted to provide an easy-to-access way to contact their support team, allowing customers to ask any questions they wanted, and receive immediate responses. The company aimed to help customers just at the right time, i.e. whenever a client needs it, without any delay or need to wait for someone to pick up the phone or reply to an email.
解决方案
Resume Companion implemented a live chat-based support system using LiveChat and Zendesk integration. This allowed their support team to help customers in real-time, providing answers to their inquiries within seconds. The implementation involved 6 agents working on the website, providing help for customers. The company also used the feature of getting chat transcripts of previous chats, which helped operators understand what the users want and what kind of feedback they already received. The Zendesk integration allowed them to follow up with customers offline even after their LiveChat sessions had ended, thus providing an extended reach for their customer service team.
运营影响
数量效益
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