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Case Study
Customer Onboarding
24/7 Support and Faster Response Times Elevate Customer Satisfaction
Challenge
Our company partner struggled with long ticket turnaround times, limited support hours, and a massive backlog. The system setup required extensive research for each ticket, resulting in a 5-7 day response time.
Solution
Systato restructured the support team to offer 24/7 coverage and live chat within six months.
Results
- Turnaround times improved to same-day within four months, and now initial responses take just 2-4 hours.
- Our internal management enforces strict quality control, leading to enhanced customer satisfaction.
- This strategic staffing and process improvement elevated Malwarebytes' support capabilities, drastically reducing backlog and increasing efficiency.
client testimonial