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HidrateSpark helps people live healthier and happier lives by supporting their goals with the smart water bottle that tracks water intake.
Main goals:
1. Focus - hand over Tier 1 support to the dedicated team so that in-house tech team can focus on technical requests.
2. Scaling - having had great success on Kickstarter, HidrateSpark Team continues to deliver excellent customer service to 8000+ backers and new customers as they grow.
3. Improvement - consistently tracking and investigating all issues customers have with the product or app are necessary for development.
Results:
Dedicated Dream Support team works closely with the in-house team, takes care of support requests, tracks customer service insights and works on improvement.
- 5 years partnership
- scaled from 40 to 300 hours a week (grew by 650%)
- email / chat/ social media/ Amazon/ App reviews
- great social media reviews about customer service
- weekly reporting and KPIs/issues revision
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Nadya Nguyen,
CEO at HidrateSpark
The set up was smooth thanks to Veronica and Andrei, who thoroughly studied our tickets and existing processes. They helped us onboard the agents, who quickly got up to speed and are currently providing a phenomenal support service.
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