ICO live support: 1,576 chats in 6 weeks

Support on ICO-related questions, the KYC process and the purchase process, through live chat (the primary channel), the project’s official Telegram chat, e-mail, Facebook post comments and Facebook direct messages.

To keep the client’s support costs down we used a dynamic load system, allocating 2 to 8 support representatives at a time to match incoming cases. Coverage was split into two phases: one month of ICO event support and two weeks of post-ICO support.

1,576 chats were answered across both phases: an average of 42 chats a day in the first phase and 17 a day in the second. The busiest period was the first week of the event, with 38% of all answered chats. Almost 300 support e-mails were handled as well.

1. 100% agent availability
2. Good (92%) and excellent (7%) customer experience feedback
3. 30 seconds average time to first response
4. 15 minutes average chat duration (the longest took 4 hours)
5. Only 1% of chats missed in the first days

In the satisfaction survey the client gave our specialists’ technical and communication skills, quality and terms of service the highest marks.

Customer support outsourcing →