GoDataFeed is a powerful app for online retailers to help promote their products across Amazon, Google, Walmart and 200+ other channels.
GoDataFeed were struggling to increase their customer satisfaction (CSAT) score.
They wanted to reduce the costs of their current support operation with a scalable model, whilst maintaining quality.
They were struggling to find top talent locally.
As a result, they turned to CloudTask, who specialize in helping to increase customer satisfaction and retention, at a lower cost than an in-house team.
Trained a team of support specialists to handle all incoming queries in a fast and efficient manner through calls, email, social and chat.
Documented and monitored all procedures to ensure new recruits could be quickly on-boarded.
Identified areas of improvement and ensured KPIs were met.
6 X Customer Support Specialists
Quality Assurance Analyst
Increased customer satisfaction score (CSAT) from 86% to 94% within 7 weeks
Reduced avg response time from 6.7 to 1.8
Reduced their total cost per rep by 45%
Scaled to 6 reps due to the results produced
As Kieron Zabow, CEO & Founder of GoDataFeed puts it,
“Through CloudTask’s Customer Support Services we were able to greatly increase the quality of our support, whilst at the same time scaling quickly and at a lower cost.”