CUSTOMER AT A GLANCE
THE CHALLENGE: COMPETITIVE LOCAL TALENT MARKET MAKES HIRING DIFFICULT DURING A MAJOR EXPANSION
THE RESULT: 30% HIGHER CSAT WITH SUPPORT SPECIALISTS WORLDWIDE
Tophatter engaged nearly 80 customer support specialists across 28 countries in 13 time zones. Valle believes that proper training, access to information, and providing freedom are core to customer agents success. “It’s important they get access to critical documents because they’re not just turning out responses, they’re helping customers,” says Valle. “Of course you have security measures in place, but if you trust team members will use the information to grow the team, they’ll help you.”
From 2016 to 2018, remote customer support specialists:
- Resolved about 90% of tickets within the first response
- Increased support capacity by 312%
- Lowered average time to respond by 93%
- Raised CSAT score up 30%
- Answered up to 33K tickets/week
The team’s success eased companywide fears about remote contractors. Freelancers are now a go-to resource for other departments including trust and safety, QA, marketing, finance, and account management.
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