To reduce support costs for the client, Hitech Service used dynamic support load mitigation system, allocating from 2 to 8 support representatives at a time to cover the incoming cases.
The main load was on the live chat channel as it was the primary support channel to provide immediate response and resolution.
For convenience, we’ve divided the support coverage into two phases – one-month ICO event support and 2-week post-ICO support. The total number of answered chats for both phases was 1576, with an average of 42 chats/day in the first phase and 17 chats/day in the second phase.
The largest volume of cases – 38% of all answered chats – fall on the first week of the ICO event.
When going through the customer satisfaction survey, the client rated technical and communication skills, quality and terms of services delivered by HiTech Service specialists with the highest marks.