Success Story
Damane Europe
Enhancing Customer Support and Efficiency with Gofer
Enhancing Customer Support and Efficiency with Gofer
Client Overview
Client Overview
Damane Europe is one of 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 agents have become more customer-centered, which has allowed them to improve customer satisfaction by 36%.
Damane Europe is one of 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 agents have become more customer-centered, which has allowed them to improve customer satisfaction by 36%.
Damane Europe is one of 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 agents have become more customer-centered, which has allowed them to improve customer satisfaction by 36%.
Conclusion
By implementing Gofer in their daily operations Damane Europe was able to achieve drastic improvements in their customer support performance within the first month of implementation. Damane was also able to improve the onboarding and coaching process for their customer support employees which has sustained long lasting positive effects on the company.
Main Challenges
Long Onboarding and Training of Personnel:
New agents faced a steep learning curve, which prolonged the onboarding process. The lack of immediate and practical guidance meant that training new personnel was time-consuming and often inconsistent, leading to delays and variability in service quality.
Slow
Response
Times
Customers were dissatisfied with the support they received due to long wait times. This was primarily due to the amount of time that each customer support rep had to spend writing out each individual message and categorizing each new ticket that was received.
Increasing
Operational
Costs
Managers spent upwards of 30% of their time manually reviewing ticket threads to determine common inquiry categories and assess staff performance. This made it logistically impossible to recategorize previous threads. Managers didn't have the necessary tools to have a clear picture of the most pressing issues.
Poor Customer Satisfaction Due to Long Response Times:
Customers were dissatisfied with the support they received due to long wait times. This was primarily due to the amount of time that each customer support rep had to spend writing out each individual message and categorizing each new ticket that was received.
Inconsistent
Agent
Performance
New agents faced a steep learning curve, which prolonged the onboarding process. The lack of immediate and practical guidance meant that training new personnel was time-consuming and often inconsistent, leading to delays and variability in service quality.
Poor Customer Satisfaction Due to Long Response Times:
Customers were dissatisfied with the support they received due to long wait times. This was primarily due to the amount of time that each customer support rep had to spend writing out each individual message and categorizing each new ticket that was received.
Inconsistent Agent Performance
New agents faced a steep learning curve, which prolonged the onboarding process. The lack of immediate and practical guidance meant that training new personnel was time-consuming and often inconsistent, leading to delays and variability in service quality.
Increasing Operational Costs:
Managers spent upwards of 30% of their time manually reviewing ticket threads to determine common inquiry categories and assess staff performance. This made it logistically impossible to recategorize previous threads. Managers didn't have the necessary tools to have a clear picture of the most pressing issues.
Difficulty in Management and Quality Assurance:
Managers spent upwards of 30% of their time manually reviewing ticket threads to determine common inquiry categories and assess staff performance. This made it logistically impossible to recategorize previous threads. Managers didn't have the necessary tools to have a clear picture of the most pressing issues.
Solution
Solution
Streamlined Ticket Summaries
Inconsistent Agent Performance
Challenge Addressed
Difficulty of management and slow response times.
Solution Impact
Automated ticket summarization expedited the way managers oversee and evaluate customer interactions. By providing concise summaries of entire conversations, Gofer allowed managers to quickly grasp the most crucial insights without sifting through extensive message threads. This feature also allowed reps to respond faster by providing the necessary context at a glance.
Challenge Addressed
Difficulty of management and slow response times.
Solution Impact
Automated ticket summarization expedited the way managers oversee and evaluate customer interactions. By providing concise summaries of entire conversations, Gofer allowed managers to quickly grasp the most crucial insights without sifting through extensive message threads. This feature also allowed reps to respond faster by providing the necessary context at a glance.
Streamlined Ticket Summaries
THE CHALLENGE
Difficulty of management and slow response times.
THE SOLUTION
Automated ticket summarization expedited the way managers oversee and evaluate customer interactions. By providing concise summaries of entire conversations, this tool allowed managers to quickly grasp the most crucial insights without sifting through extensive message threads. This feature also allowed reps to respond faster by providing the necessary context at a glance.
Sentiment Analysis
Inconsistent Agent Performance
Challenge Addressed
Simplification of the management process.
Solution Impact
Sentiment analysis tools were integrated to gauge customer emotions in real-time, allowing support agents to prioritize and tailor their responses to dissatisfied customers promptly. This strategic intervention improved customer satisfaction by 36%.
By providing account-wide as well as individual employee breakdowns of Sentiment Analysis, Gofer empowered managers to make crucial decisions regarding their staff based on their real-world performance.
Challenge Addressed
Simplification of the management process.
Solution Impact
Sentiment analysis tools were integrated to gauge customer emotions in real-time, allowing support agents to prioritize and tailor their responses to dissatisfied customers promptly. This strategic intervention improved customer satisfaction by 36%.
By providing account-wide as well as individual employee breakdowns of Sentiment Analysis, Gofer empowered managers to make crucial decisions regarding their staff based on their real-world performance.
THE CHALLENGE
Difficulty of management.
THE SOLUTION
Automated ticket summarization expedited the way managers oversee and evaluate customer interactions. By providing concise summaries of entire conversations, this tool allowed managers to quickly grasp the most crucial insights without sifting through extensive message threads. This feature also allowed reps to respond faster by providing the necessary context at a glance.
Personalized Agent Coaching
Inconsistent Agent Performance
Challenge Addressed
Difficulty of onboarding and training of new personnel.
Solution Impact
Gofer provided AI-driven actionable advice based on analysis of ongoing ticket threads. This ensured that all agents, regardless of their experience level, had access to expert recommendations, enhancing the consistency and quality of customer interactions.
Challenge Addressed
Difficulty of onboarding and training of new personnel.
Solution Impact
Gofer provided AI-driven actionable advice based on analysis of ongoing ticket threads. This ensured that all agents, regardless of their experience level, had access to expert recommendations, enhancing the consistency and quality of customer interactions.
THE CHALLENGE
Difficulty of onboarding and coaching personnel.
THE SOLUTION
Automated ticket summarization expedited the way managers oversee and evaluate customer interactions. By providing concise summaries of entire conversations, this tool allowed managers to quickly grasp the most crucial insights without sifting through extensive message threads. This feature also allowed reps to respond faster by providing the necessary context at a glance.
Performance Insights
Inconsistent Agent Performance
Challenge Addressed
Damane lacked a detailed analytics tool that could track individual and team performance metrics effectively.
Solution Impact
The implementation of a performance analytics dashboard allowed management to monitor key metrics such as customer satisfaction scores, and agent performance in real-time. This removed the necessity of tedious management reviews.
Challenge Addressed
Damane lacked a detailed analytics tool that could track individual and team performance metrics effectively.
Solution Impact
The implementation of a performance analytics dashboard allowed management to monitor key metrics such as customer satisfaction scores, and agent performance in real-time. This removed the necessity of tedious management reviews.
THE CHALLENGE
Difficulty of management.
THE SOLUTION
Automated ticket summarization expedited the way managers oversee and evaluate customer interactions. By providing concise summaries of entire conversations, this tool allowed managers to quickly grasp the most crucial insights without sifting through extensive message threads. This feature also allowed reps to respond faster by providing the necessary context at a glance.
Smart Response Suggestions
Inconsistent Agent Performance
Challenge Addressed
Slow response times.
Solution Impact
The use of AI to suggest responses to common queries not only sped up the response time but also ensured consistency and accuracy in the replies given to customers. This automation helped reduce the workload on agents and allowed them to focus more on complex queries, thus improving overall customer satisfaction.
Challenge Addressed
Slow response times.
Solution Impact
The use of AI to suggest responses to common queries not only sped up the response time but also ensured consistency and accuracy in the replies given to customers. This automation helped reduce the workload on agents and allowed them to focus more on complex queries, thus improving overall customer satisfaction.
THE CHALLENGE
Slow response times.
THE SOLUTION
Automated ticket summarization expedited the way managers oversee and evaluate customer interactions. By providing concise summaries of entire conversations, this tool allowed managers to quickly grasp the most crucial insights without sifting through extensive message threads. This feature also allowed reps to respond faster by providing the necessary context at a glance.
Results
36%
Improvement in
Customer Satisfaction
15%
Reduction in
Response Times
17%
Reduction in
Support Costs
You can give Gofer a try for 2 weeks completely for free. Experience the immediate and drastic improvements to your customer support performance without any risk.
Conclusion
By implementing Gofer in their daily operations Damane Europe was able to achieve drastic improvements in their customer support performance within the first month of implementation. Damane was also able to improve the onboarding and coaching process for their customer support employees which has sustained long lasting positive effects on the company.
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 became more customer-centered, which has allowed them to improve customer satisfaction by 36%.
You can give Gofer a try for 2 weeks completely for free. Experience the immediate and drastic improvements to your customer support performance without any risk.
You can give Gofer a try for 2 weeks completely for free. Experience the immediate and drastic improvements to your customer support performance without any risk.