网络科技

    今日:277| 主题:246174
收藏本版
互联网、科技极客的综合动态。

[科技] HiOperator (YC S16) Provides Customer Support as a Service

[复制链接]
溫柔﹌散了場 发表于 2016-12-1 04:36:35
48 4

立即注册CoLaBug.com会员,免费获得投稿人的专业资料,享用更多功能,玩转个人品牌!

您需要 登录 才可以下载或查看,没有帐号?立即注册

x
We sat down with Liz Tsai and Phil Salesses, founders of HiOperator, to talk about their product.
      YC :What are you making?  
      HiOperatorprovides customer support as a service using US-based operators.  
  You train us once, and you can use our service as much as you need it. You pay per unit of customer service, i.e. per ticket, chat or call minute.
      YC :What problem does it solve? Why is it better than other customer service solutions?  
  We solve three intertwined customer service problems companies typically have — seasonal volumes, employee churn and the constant need to train new staff. All are hugely disruptive and expensive for growing companies.
  First, most companies have customer service needs that aren’t constant throughout the day, month or even year. Some companies are only busy in the mornings or during lunch. If you’re retail or e-commerce, your high season is the holidays. If you’re a gym or a financial institution, your busy season is in January. We let you scale your customer service team up and down from ½ an agent up to 50 operators a month worth of volume. You pay per request, so you’re not paying for any downtime.
  Second, most small to medium-sized businesses don’t keep customer service employees for very long. Industry-wide, call centers have a 40% churn rate, and the average customer service person only stays at a company for 9 months. That means companies are constantly training new customer service hires. With HiOperator, you onboard us once, and you never have to worry about churn or training again.
      YC :How does it work?  
  We’ve built software and processes to create superpowered support reps. We integrate with several major helpdesk and e-commerce platforms. A lot of work goes into ticket routing and tracking among our operators to ensure visibility and quality.
  Our operators’ average customer service satisfaction score (or CSAT score as it’s usually called) is 98% and our clients have seen an average CSAT score improvement of 5% after two months of working with us.
  We don’t mean to replace an entire customer service team. You still need people in house who are skilled and can take care of edge cases or other important problems. We can handle 80% of requests – the time consuming, routine stuff that comes in. We act as the first point of contact for customer service. We solve all the problems we can and escalate the bigger issues to a company’s in-house team.
      YC :What type of businesses should be using you?  
  We’ve been working with a lot small to medium sized e-commerce and retail businesses so far. But really, any type of small-to-medium sized company should consider us.
  Huge companies outsource their customer service and they get reasonable rates because of scale, but they get locked into multiyear contracts. When smaller companies offshore their customer service, they have to pay hourly, per head. We’re the only customer service operation we know of that has properly aligned incentives and can successfully charge by the ticket.
      YC :Why are you going to be the team that wins in this space?  
  Instead of building a bot and turning it loose to frustrate customers, we build tools for our operators that let them handle a workload that would break normal humans.
  At least 3 million Americans (1% of the USA) work in a call center, but most call centers are in specific geographic regions, like Texas or Arizona. We want to build a great system that will be easy to use for anyone, anywhere in the country — and we’re hoping we can provide jobs for people who aren’t located in those specific regions.
      YC :How are you going to scale?  
  Beyond deeper integrations, we are rapidly building towards self-serve company onboarding and operator training.
友荐云推荐




上一篇:U Mobile rewards its customers with TERER THURSDAY freebies
下一篇:Uber wants to track your location even when you’re not using the app
酷辣虫提示酷辣虫禁止发表任何与中华人民共和国法律有抵触的内容!所有内容由用户发布,并不代表酷辣虫的观点,酷辣虫无法对用户发布内容真实性提供任何的保证,请自行验证并承担风险与后果。如您有版权、违规等问题,请通过"联系我们"或"违规举报"告知我们处理。

素颜马尾好菇凉 发表于 2016-12-1 06:53:18
秀起来~
回复 支持 反对

使用道具 举报

格斗之皇 发表于 2016-12-1 07:02:39
胆子不小啊,居然让我抢到了沙发!
回复 支持 反对

使用道具 举报

oldwood 发表于 2016-12-1 07:03:50
楼下的小伙伴,速度跟上!
回复 支持 反对

使用道具 举报

dotman80164205 发表于 2016-12-1 07:38:03
试金可以用火,试女人可以用金,试男人可以用女人。
回复 支持 反对

使用道具 举报

*滑动验证:
您需要登录后才可以回帖 登录 | 立即注册

本版积分规则

我要投稿

推荐阅读

扫码访问 @iTTTTT瑞翔 的微博
回页顶回复上一篇下一篇回列表手机版
手机版/CoLaBug.com ( 粤ICP备05003221号 | 文网文[2010]257号 )|网站地图 酷辣虫

© 2001-2016 Comsenz Inc. Design: Dean. DiscuzFans.

返回顶部 返回列表