Reducing customer support's response time to improve the customer experience.
When customers requested help (a crucial touchpoint), any delay or signal of inaction was causing frustration and generating bad sentiment. Incoming communications were getting lost in the system — how could these important messages be brought to the team’s attention?
Introduced alerts to Property Managers when a customer requested help, prompting an immediate response. The notification interface is persistent — positioned at the bottom right of every support page using Web Sockets.
Each notification contains the essential information required for a Property Manager to respond instantly, depending on the customer's communication preference, with a clear SLA indicating how long the customer has been without a response. One click expands the notification for a quick inline response. Another click opens the case in question, for a comprehensive view.
Helped to reduce the first response time from two hours to under 15 minutes.
87.5% decrease in time to first response