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Digital Customer

Experience

Digital

Customer

Experience

Customers' expectations are changing — we level up the experience.

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headspace headspace
jamcityblack jamcityblack
clutch clutch

Headspace for Work (H4W Enterprise), part of the Headspace Family, is a meditation app.

PROBLEM

Helpware launched two teams; one of AEs that could increase their Conversion rate from less than 15% to over 30%, and another team with PSMs to increase their Net Retention from below 50% to above 55%.

Solution
  • Helpware and Headspace collaborated and Helpware created and refined training materials.
  • We analyzed all associated functions and tasks and reworked flows and scopes to prioritize the tasks most impactful to KPI’s.
  • Installed a Team Leader with deep experience in conversion and retention rate KPI achievement so they could instill additional best practices.

Headspace for Work (H4W Enterprise), part of the Headspace Family, is a meditation app.

helpware

Jam City is an award-winning mobile entertainment company providing unique and deeply engaging games that appeal to a broad, global audience.

PROBLEM
  • Transition operational structure from staff augmentation to BPO Set-Up
  • Improve Operational KPI’s for primary games
  • CSAT: 3.12 actual vs. target of 4.25
  • Tickets per Hour: 2.88
  • Service Level: Ave. Ticket Age 10 days
Solution
  • Operational Excellence Transformation
  • Failure Mode Evaluation and Analysis
  • Process Mapping and Documentation
  • Build Program Performance Scorecard
  • Reporting & Monitoring Cadence
  • Support Team Training and Restructuring

Jam City is an award-winning mobile entertainment company providing unique and deeply engaging games that appeal to a broad, global audience.

helpware

Clutch has experienced continued growth YTD with new agencies signing up for Clutch’s B2B Platform on a daily basis

PROBLEM

Clutch lists more than 36,000 Client Reviews with many potential reviews missed to be completed from over 150,000 agencies listed in Clutch’s platform. This stood out as a big opportunity to continue to growth Clutch’s B2B Platform.

Solution

    Previously handled internally by Clutch, Helpware implemented a new task to our Review Collections Team’s workflow; our Cold Call Task. Our Process Excellence team stepped in to map out our teammates daily workflow chart, reduced waste in production and increased efficiency to comfortably include Cold Call tasks into our team’s daily activities.

Clutch has experienced continued growth YTD with new agencies signing up for Clutch’s B2B Platform on a daily basis

helpware

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