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Excellence is to keep beating your
own standards every day.
We are always organized and centric towards your customers, goals and growth. We never gave up rather
gone extra miles to outstrip our yesterdays by todays. We are always on the move to go ahead of your
competition.
Email Support
Response Time
Why not answering your 50% of customers quickly who prefer email as a medium to connect with your support department? Our managed email helpdesk support let your customers think how much we care about them by answering their emails within 15 minutes.
People really don’t like waiting and want to get their issues resolved as quick as they expect. Why not giving them a clue about what more they can expect by answering their email tickets as quick as real time?
Response Time
Why not answering your 50% of customers quickly who prefer email as a medium to connect with your support department? Our managed email helpdesk support let your customers think how much we care about them by answering their emails within 15 minutes.
People really don’t like waiting and want to get their issues resolved as quick as they expect. Why not giving them a clue about what more they can expect by answering their email tickets as quick as real time?
First Contact Resolution
More than 50% of total tickets can be resolved during the first contact by providing accurate solutions after proactively understanding customers’ issues.
This metric has direct affect on cost per ticket. Less number of email messages exchanged means lower cost per ticket. Extensive product training, updated knowledge banks, real time information on your marketing campaigns and proactive troubleshooting experience help us maintain 60% first contact resolution rate.
First Contact Resolution
More than 50% of total tickets can be resolved during the first contact by providing accurate solutions after proactively understanding customers’ issues.
This metric has direct affect on cost per ticket. Less number of email messages exchanged means lower cost per ticket. Extensive product training, updated knowledge banks, real time information on your marketing campaigns and proactive troubleshooting experience help us maintain 60% first contact resolution rate.
Satisfaction Score
If major percentage of your customers prefer emails, then major part of happiness must be from email interactions. We are always connected with your customers by sending follow up emails and proactively asking them if they need our help even after resolving their issues.
After every resolution we measure how happy your customer is with our level of support. Although its quite tough to deliver resolutions through email messages but still we are successful to achieve 90% customer satisfaction because we are delivering them happiness in their inboxes.
Satisfaction Score
If major percentage of your customers prefer emails, then major part of happiness must be from email interactions. We are always connected with your customers by sending follow up emails and proactively asking them if they need our help even after resolving their issues.
After every resolution we measure how happy your customer is with our level of support. Although its quite tough to deliver resolutions through email messages but still we are successful to achieve 90% customer satisfaction because we are delivering them happiness in their inboxes.
Net Promoter Score
Your happy customers are more likely to refer your products/services in their direct and indirect social circles. It is of vital importance to calculate their number and see how many of them are promoting your brand just because they are happy with your interactions.
Our net promoter score ranges form 50-60. Few of the convincing stats about the power of referral marketing are; potential customers are 4 times more likely to buy when they are referred by a friend, 83% of happy customers are always willing to provide referrals and lifetime value of referred customers is 16% higher.
Net Promoter Score
Your happy customers are more likely to refer your products/services in their direct and indirect social circles. It is of vital importance to calculate their number and see how many of them are promoting your brand just because they are happy with your interactions.
Our net promoter score ranges form 50-60. Few of the convincing stats about the power of referral marketing are; potential customers are 4 times more likely to buy when they are referred by a friend, 83% of happy customers are always willing to provide referrals and lifetime value of referred customers is 16% higher.
Resolution rate
In SaaS industry resolution rate is the key metric that derives the overall performance of a team working on your project. Percentage results of this metric tells a story about how successful we are in resolving tickets and gauge how well we are achieving service level agreement.
With 95% resolution rate, we are creating a difference among our competition. If first contact resolution does not apply, we aim for a complete resolution within couple of hours turn around time.
Resolution rate
In SaaS industry resolution rate is the key metric that derives the overall performance of a team working on your project. Percentage results of this metric tells a story about how successful we are in resolving tickets and gauge how well we are achieving service level agreement.
With 95% resolution rate, we are creating a difference among our competition. If first contact resolution does not apply, we aim for a complete resolution within couple of hours turn around time.
Quality and accuracy
Besides being fast, our service answers are always correct. We know the fact that without proactively troubleshooting, resolution answers can go useless and scores of satisfaction, first contact resolution and other important metrics can go down.
We calculate this metric by measuring the number of errors per complete ticket resolutions. Our quality and accuracy rate has always been above 90% which means out of 100 complete ticket resolutions only 10 tickets contain errors.
Quality and accuracy
Besides being fast, our service answers are always correct. We know the fact that without proactively troubleshooting, resolution answers can go useless and scores of satisfaction, first contact resolution and other important metrics can go down.
We calculate this metric by measuring the number of errors per complete ticket resolutions. Our quality and accuracy rate has always been above 90% which means out of 100 complete ticket resolutions only 10 tickets contain errors.
Email open rate
After careful data mining and analyzing customer trends, sending a mass email quarterly or bi quarterly can add up to 20% in your revenues. We design, A/B test and send mass emails to your existing and potential customers in order to increase their lifetime value and acquire new customers.
Careful testing of email templates on every platform and their engaging content give us minimum of 35% open rate on an average.
Email open rate
After careful data mining and analyzing customer trends, sending a mass email quarterly or bi quarterly can add up to 20% in your revenues. We design, A/B test and send mass emails to your existing and potential customers in order to increase their lifetime value and acquire new customers.
Careful testing of email templates on every platform and their engaging content give us minimum of 35% open rate on an average.
Email click through rate
In email marketing, click through rate is something that derives the success of your content engagement with your target audience. CTR varies by industry and depends upon the purpose of mass email marketing.
If objective is to cross sell and upsell to existing customers, then click through rate is higher and if purpose is to nurture leads then CTR is lower. In above first scenario our CTR goes up to 40% and in the second scenario of lead nurturing our CTR is on average 10%.
Email click through rate
In email marketing, click through rate is something that derives the success of your content engagement with your target audience. CTR varies by industry and depends upon the purpose of mass email marketing.
If objective is to cross sell and upsell to existing customers, then click through rate is higher and if purpose is to nurture leads then CTR is lower. In above first scenario our CTR goes up to 40% and in the second scenario of lead nurturing our CTR is on average 10%.
Agent utilization
One goal of every business is to achieve the highest possible quality at the lowest possible cost. This metric counts the success of resource utilization with number of tickets and inbound emails.
It’s always a good idea to be 10-15% more than capacity in order to manage hikes in the number of tickets during the peak days but we have managed to maintain above 80% agent utilization keeping in view the importance of cost benefit analysis.
Agent utilization
One goal of every business is to achieve the highest possible quality at the lowest possible cost. This metric counts the success of resource utilization with number of tickets and inbound emails.
It’s always a good idea to be 10-15% more than capacity in order to manage hikes in the number of tickets during the peak days but we have managed to maintain above 80% agent utilization keeping in view the importance of cost benefit analysis.