Customer Support For Vates - IT Solutions Company

Vates specializes in custom software development and IT solutions that can elevate how business works and help customers too. They pride ourselves in providing the highest quality of solutions that can enhance business. When Vates was founded, it grew rapidly to become a leader in its industry. With this success came the accompanying growing pains. Vates had set up a small customer support system at its Santa Monica headquarters, but it became clear that they were having trouble finding enough local talent to scale the entire team. They needed a partner who could help them quickly and inexpensively, and most importantly scale systematically.

“The amount of respect I have for AgainAgain’s team support is unparalleled."

Bernardo Barra Co-Founder and Director of Vates

About the Project

01
Challenge
Vates achieved remarkable success in its industry. However, this rapid growth presented challenges in scaling their customer support operations. Vates aimed to maximize the value from their high customer retention rate and expand their service offerings. They partnered with AgainAgain to integrate comprehensive services like implementation upselling and organize outbound sales calls. The goal was to seize every opportunity to increase sales while providing exceptional technical support for their software products.
02
Key Requirements
- Integration of additional services into the customer retention framework
- Exceptional technical support for software products
- Training for support agents
03
Solution
AgainAgain team acted as "mini-account managers," promoting widespread product adoption and increasing sales. The team also offered implementation, upselling, outbound sales, and analytics services. This expanded support allowed Vates to leverage AgainAgain team for larger strategic initiatives, such as promoting Vates' new social media content service. Customer feedback collected by AgainAgain was used to shape Vates' strategies and priorities for future expansion.
04
Achievements
- First reply time: 4.5 hours
- Full resolution time: 10.6 hours
- CSAT (Customer Satisfaction Score): 92%
- Client retention rate: 95%
- Revenue churn: 59%
05
Task were fulfill
- Technical support for enterprise customers
- Account management services
- Software implementations
- Customer support
- Outbound phone sales for strategic initiatives

Results

Today, AgainAgain support team efficiently serves several thousand Vates customers. This efficiency has allowed Vates to manage its growth without adding as many representatives as initially expected. The team support from AgainAgain has become an integral part of Vates' customer experience, providing top-tier support to thousands of accounts and tens of thousands of customers. As a result, Vates is well-positioned for further growth, with scalable support that will continue to guide them along their path to success.

First reply time
4.5 h
CSAT
92%
Revenue Churn
59%
Client Retention
95%
Full resolution time
10.6%

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