“I want to talk to an actual human!”
We have all been there. Sometimes we find some tech issues on the product we bought, and we just want to talk with someone who can properly answer our questions. So, we dial in and find tech support that could help us. It is satisfying to solve it ourselves but also reassuring that we can call a number whenever we need help.
As a customer that is a good thing, but for business, it can be a problem. For starters, live voices are from live people who are expensive to hire. They can only help one person at a time, so efficiency is also an issue.
Budget is a major issue for startups when allocating investor money and reducing support costs can make a big difference to the bottom line. The trick is figuring out how to do so while sustaining quality customer experience.
Caavo is a home theater hub and universal remote that is celebrated because it is a groundbreaking and reliable product that has efficient customer support. A quick look at Caavo’s reviews on Amazon shows how people rave about it, which is a solid indicator of a product that would take the market by storm.
“This is the best product ever, and leaves you wondering how you could have possibly existed without it,” said Sudhir Agarwal, CEO of Everise. “When we held our client summit recently, we gave every attendee a Caavo of their own, and as good as the summit was, when I talk to people who were there, what they want to talk about is their Caavo.”
In 2017, Caavo tapped Trusource Labs, since rebranded as Everise PX, to manage customer support. And in 2018, the customer support shifted from voice and email to purely online chat and email, thinking chat support would be much more efficient since agents can handle multiple chat interactions at a time compared to voice calls.
The results have been impressive.
Everise uses two reliable measures of success: abandonment rate, which is how often customers terminates a session before it begins; and customer satisfaction score, which is how positively a customer rates a customer support session in a survey conducted afterward.
Everise found that while abandon rates could be as high as 8%, a common occurrence among voice callers, it significantly changed when Caavo made the switch to chat support. An average of 2% that reached a surprising 0% in March and April happened. These are extremely low numbers and suggest that Caavo customers are getting the right support at the right time.
Meanwhile, customer satisfaction scores 95%, which sound unreal for the smart devices industry, where learning curves are often steep. Thus, Caavo customers gets satisfied by interacting with “an actual human” while Caavo benefits from a more efficient means of customer support.
According to Alton Martin, then CEO at Trusource Labs, these positive customer service statistics are helpful in ways one might not expect.
“Big box retailers hope to minimize hardware returns and so pay close attention to Amazon reviewer sentiment- in particular the attitudes of those who have sought support- when deciding what products get their precious shelf space,” Martin says. “In other words, that you can buy Caavo at Best Buy is partly a result of Best Buy knowing you’re going to love your Caavo and keep using it even if you need some help along the way.”
Caavo is happy with the efficiency of the new chat support and appreciates being able to work with a firm that specializes in that.
“Caavo is passionate about the customer experience, and we develop, market, and support our products through that CX lens,” says Paul Knutson, vice president of customer support for Caavo Inc. “Partnering with the experts at Everise to handle our customer support interactions including chats, emails and even knowledge base enhancements have proven to be a wise decision. Everise has the processes, tools, and capability but more importantly, they engage with our customers in a way that promotes the best possible support experience.”
Agarwal predicts a great future for Caavo and he’s excited for the two companies to grow together.
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