Enhancing Customer Engagement: A Case Study with OneSignal
OneSignal stands as a popular customer engagement platform. They allow over a million businesses to dispatch an impressive 12 billion messages daily. Their commitment to democratizing customer engagement tools makes them a preferred choice for one in every five apps. OneSignal provides tailored omnichannel engagement solutions that make the customer journey more efficient, emphasizing quick implementation and user-friendly interfaces through powerful APIs and superior architecture.
Customer Challenges
OneSignal approached us with the challenge of maintaining timely and high-quality responses to their customer inquiries regarding product features, push notification setups, and troubleshooting issues. With support coverage requirements of 16 hours on weekdays and 24 hours on weekends, they needed a solution that ensured efficient and effective customer service.
Bobcares Solution
At Bobcares, we deployed a dedicated tech support team equipped with a comprehensive understanding of OneSignal’s push notification features. Our approach involved leveraging macros for standard inquiries while providing customized responses for specific troubleshooting challenges. We also ensured that extensive documentation was readily accessible on OneSignal’s website, enabling customers to find self-service solutions when needed.
Key Aspects Of The Solution
- Comprehensive training for our support team on push notification features and setups.
- Utilization of macros for handling common inquiries to enhance response times.
- Personalized responses for complex troubleshooting issues.
- Access to detailed online documentation to empower customers in self-service.
Technologies and Tools Used:
- Communication Tools: Integrated email and chat platforms for seamless customer interaction. Utilization of macros for handling common inquiries to enhance response times.
- Documentation Management: Online resources for effective troubleshooting and setup guidance.
- Training Resources: Tailored materials designed to educate our support staff on OneSignal’s product features.
Types Of Tickets Used:
- Assistance with the setup of push notifications on websites and mobile applications.
- Guidance for configuring email and SMS notifications.
- Troubleshooting of setup issues and feature usage concerns.
- General inquiries about OneSignal’s diverse product offerings.
Key Metrics Improved:
With our support, OneSignal has seen a marked reduction in average response times, a significant increase in the technical correctness of responses, and improved customer satisfaction ratings, reflecting our commitment to timely and accurate support.
Business Impact
Our collaboration with OneSignal has greatly enhanced their customer service quality. By meeting their response time and quality targets, we have contributed to high levels of customer satisfaction, fostering stronger relationships and boosting engagement.
Implementation Timeline
We initiated the implementation of our support services immediately after the contract signing, with a comprehensive training and integration phase spanning three months to ensure our team was well-prepared and effective in delivering quality support.
Products & Scalability:
Our dedicated tech support is designed to be scalable, allowing OneSignal to adjust their support services as their customer base grows and their needs evolve, all while maintaining the quality of service that their customers expect.
Testimonial
“Bobcares is a great addition to any company! The team learns quickly and blends in seamlessly with the company.”
Conclusion
At Bobcares, we take pride in being a valuable partner to OneSignal, enhancing their customer support capabilities and contributing to their business success. This partnership underscores the vital role that effective support plays in delivering exceptional customer experiences and driving business growth.