Success Story

Damane Europe

Enhancing Customer Support and Efficiency with Gofer

Enhancing Customer Support and Efficiency with Gofer

Enhancing Customer Support and Efficiency with Gofer

Client Overview

Damane Europe is one the leading exporters of Food and Beverages. To assess the effectiveness of their Customer Support Agents, Damane opted for Gofer. Ever since the implementation, Damane's KPIs for their agent have become more customer-centered, which has allowed them to improve customer sentiment by 36%.

Damane Europe is one the leading exporters of Food and Beverages. You need top-notch customer support to stand out, but coaching your agents and assessing their performance can be costly and time-consuming.
That’s where Gofer comes in.

Challenges

Inconsistent
Agent Performance

Inconsistent Agent Performance

Inconsistent
Agent
Performance

With a diverse team of support agents, there was a significant variance in the quality and effectiveness of customer interactions.

High Response Times

High
Response
Times

As ticket volumes grew, response times lagged, negatively impacting customer satisfaction.

Increasing
Operational Costs:

Increasing Operational Costs:

Increasing
Operational
Costs:

The cost of managing customer support was scaling rapidly with the need for additional staff and training resources.

Solution

Streamlined Ticket Summaries

Gofer’s AI tools condensed lengthy customer communication threads, enabling agents to grasp customer issues quickly and respond more effectively.

Sentiment Analysis

Personalized Agent Coaching

Performance Insights

Smart Response Suggestions

Results

36%

Improvement in

Customer Satisfaction

15%

Reduction in

Response Times

17%

Reduction in

Support Costs