Transforming Customer Support for a Growing Service Platform

Key results

25%

Reduction in request handling time

14%

Increase in customer satisfaction

4x

Growth in customer base

hirerush case study

Summary

Founded in 2015, HireRush is a platform dedicated to promoting small and mid-sized businesses, providing them with tools to grow their online presence and connect with customers.
As HireRush expanded, it became challenging for the limited support team to manage inquiries across multiple channels.
Cooperation Period
Ongoing
Location
USA
Services
Customer Support
Industry
Local Business Promotion

Business Challenge

In a competitive market, HireRush was committed to delivering outstanding customer service but faced limitations in managing customer inquiries via phone, email, and chat with a small in-house team. With only one person handling all support duties, scaling customer service to meet growing demand was challenging. Ready to elevate their customer experience, HireRush approached WiserBrand to develop a comprehensive customer support solution.

Solutions

We implemented a structured approach to create a rich, scalable customer experience for HireRush:

  • 1

    Team Expansion and Training

    Built a team of empathetic, skilled communicators trained in customer care best practices.

    Team Expansion and Training

    Built a team of empathetic, skilled communicators trained in customer care best practices.

  • 2

    Process Development

    Developed internal processes and training programs for consistent support delivery.

    Process Development

    Developed internal processes and training programs for consistent support delivery.

  • 3

    Language Accessibility

    Added a Spanish-speaking representative to broaden service inclusivity.

    Language Accessibility

    Added a Spanish-speaking representative to broaden service inclusivity.

  • 4

    Performance Analysis

    Established performance metrics and continuous improvement protocols to maintain high service standards.

    Performance Analysis

    Established performance metrics and continuous improvement protocols to maintain high service standards.

  • 5

    Issue Handling Procedures

    Created detailed procedures for handling service issues, registrations, disputes, refunds, and more.

    Issue Handling Procedures

    Created detailed procedures for handling service issues, registrations, disputes, refunds, and more.

Project Results

The partnership between HireRush and WiserBrand delivered significant improvements in customer satisfaction and operational efficiency. Key outcomes included:
Customer Support Efficiency
A new Customer Support department was launched in just 4 weeks.
Reached full functional and productive capacity within 6 months.
Enhanced Customer Experience
Customer satisfaction increased by 14%, with better resolution times and empathetic support.
Business Growth
The improved support and customer loyalty positively impacted HireRush’s income.