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Case Study: ICO Live Support Services

ICO Live Support Services

We are proud to announce that our support team at Hitech Service LLC has successfully finished the contract on 24/7 ICO event support that lasted for 6 weeks.

The team provided support on various ICO related questions and through multiple channels at a time.

Covered Areas

Support Channels

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.

  • 100% agent availability
  • good (92%) and excellent (7%) customer experience feedback
  • 30 seconds average TTFR
  • 15 minutes average chat duration (the longest is 4hrs)
  • only 1% of missed chats in the first days

Additionally, there were almost 300 support related emails successfully handled. Our agents as well reacted to support related questions in the official telegram chat of the project, comments on Facebook and direct Facebook messages