Support peaks can be overwhelming as customer service agents simultaneously receive incoming enquiries on many different channels. How can you guarantee fast response times, good answer quality, and a great customer experience?
GUURU’s smart customer interaction solution lets you provide easily scalable support: involve your best workforce of knowledgeable product users – your own customers – and add automation for fast, cost-effective support.
The GUURU solution keeps its promise. Guurus handled a peak of 1’500 chats in one day, each request responded to seconds, 24/7.
The more enquiries you receive, the more Guurus are notified with push notifications.
Keep the response rate below 20 seconds, regardless of the volume of incoming requests.
Ratings for the chats remain stable, averaging 4.5 out of 5, despite fluctuations in request volume.
“When the [first] Covid-19 lockdown took place, the requests we received increased from 100% to 170%. We were completely overrun, and we were incredibly happy that the Guurus could relieve us by taking over a large part of the work.
Guuru helped us in becoming faster and in managing great customer service 7 days a week.
There is nothing more credible than customers who help other customers.”
Promotions, new offers, or high demand may trigger high variations in volume from one hour to another. Attempting to anticipate these may result in either long wait times or excess cost due to overstaffing.
There’s no need to worry about these volume variations any longer with your fully flexible, certified on-demand product user community.
