'When he got involved with Customer Support at Preply, Gustavo Moreira already had several challenges on his plate from day one: lots of customer support requests were fairly standard, but the ones that weren’t failed in receiving proper attention. Customer support request volumes were increasing, so something needed to be done–and fast!'
Gustavo shares the challenges Preply’s Customer Support had been facing and the role Elevio played in overcoming them.
Self-service the right way and a personalized approach for complex requests
“When our customer support team at Preply decided to implement Elevio as the go-to support tool, the major goals were to provide self-help and involve users to explore our 'Help Center' page."
We were looking for a simple, efficient tool that had the technical back-up and could easily be used by everyone, while also being advanced enough to meet the necessary requirements of our product team. Besides that, we were also looking to boost our new product features adoption and solve common customer pain points with an off-the-shelf solution that could be easily integrated into our platform. Furthermore, the team wanted to speed up the solution and problem resolution time for our users.
Most importantly, we hoped that by providing a great user experience we could also decrease incoming customer requests for online support.”
Preply’s hopes and realities of implementing Elevio
“Fortunately for us, Elevio emerged as the best way to administer our information and improve product quality while maintaining security and keeping account management simple. Instead of having all the support information mixed in one place we are now able to provide a tailored experience to all our customers.
Adopting Elevio has definitely made onboarding easier and clearer for new customers.
It's important to mention that at Preply, our product team is constantly working really hard on the core product and the support team takes it's time to carefully walk our customers to every step of the way. That being said, it would be hard and unproductive to get them to spend time on delivering simple or canned messages. That's where Elevio comes as a real game-changer for us. With their help, we are now able to give our students, tutors, and newcomers an overview for a feature or area of the product that customers might find challenging, and as a solution to an individual problem that customers have regularly encountered. Both approaches have proven their ability to reduce customer support live-chat interactions for simple requests.”
Customer success with better numbers and happier users
“Another great aspect of working with Elevio is that it allows our team to personalize and offer guidance on-demand at vital points throughout the user experience. On top of it all, we are able to use insights, from the analytics dashboard, to better understand and improve engagement with our clients.
Elevio Analytics gives us the necessary tools to measure user success by collecting real-time, valuable feedback. "
The benefits are apparent, as we measured a 30% decrease in the number of live chats and we’ve been communicating better and more efficiently than we used to.
Growing without the pain and planning ahead
“We have really been able to build, optimize, and test with fewer people involved and way less time than if we were to go with an alternative solution. Thanks to Elevio, our team now has the ability to provide a customer with contextual, on-screen guidance when they are attempting to accomplish a complex task or find an answer to a frequently asked question.
Moreover, the support team can create and release impactful material to enhance the user experience without requiring support from other teams. This empowers our users and gives our Support Center the possibility to provide more agile and competent assistance while allowing the product team to focus on more important initiatives to further Preply product capabilities.”