Improved customer experiences accross the globe
In 2010, client intended to improve its product creating additional functionality and making it more robust, stable and appealing to target a bigger audience. Product support was at the time provided in-house, but delivering a more complex solution to a wider number of users required the capacity to provide an extended service to guide customers and partners, investigate reported bugs or misbehaviour and assist in bug fixing.
In order for the internal crew to focus on product development, engaging an external team was considered to offer a more comprehensive customer-service. A dedicated team was set up by Cleverti in Lisbon with agents carefully selected for analytical and development skills, LAMP expertise, customer orientation and English. proficiency. Product support via Cleverti started in 2010 with 1 line on a 9am-5pm schedule and was extended with a 2nd line 24/7 service in 2011. In 2013, Cleverti also started providing 3rd line support