In line with their mission to be the most customer-centric company on the planet, our client mandated every teammate service voice, email and chat support channels, handle complex billing inquiries, and exceed sales expectations. They coined their support teammates "gurus" to represent their commitment to providing exceptional, comprehensive quality of service.
To measure this, our client set a target CSAT of 90%. They valued resolution over handle time. The ultimate goal was to not escalate any issue until they absolutely could not solve the customer's issue themselves.
To provide exceptional support in this complex environment, TaskUs initiated three key areas of development:
- Merchant success
- Individual empowerment
- Enhanced training