Greenhouse, a leading talent acquisition software provider in the People Services industry, helps companies simplify recruiting and onboarding. Trusted by thousands of businesses, including HubSpot, Squarespace, and Wayfair, Greenhouse's customer support team works diligently to provide top-tier service to its users. With a team of 30 agents spread across the U.S. and Europe, supplemented by outsourced support from Northern Ireland, Greenhouse sought to improve its customer experience (CX) by refining its approach to agent training and implementing a scalable QA program.

Challenge: Providing Text-Based Support for a Technical Product

Greenhouse’s customers, primarily non-technical HR professionals, rely on the support team for help with a technical product, which often leads to complex inquiries through email and live chat. Supporting customers over text-based channels posed several challenges:

• Lack of Context in Communication: Unlike phone conversations, where vocal cues help provide context, email and live chat often made it difficult for agents to fully understand customer issues, leading to longer troubleshooting times and lower first-call resolution rates.
• Impact on Customer Satisfaction: Misunderstandings during chats could extend resolution times, which in turn lowered customer satisfaction (CSAT) scores. Prolonged interactions risked eroding customer trust and even losing their business.

Despite implementing an AI chatbot that achieved a 30% self-help rate, most of Greenhouse’s users still preferred interacting with a live agent for more personalized assistance.

Solution: Enhanced Training and a Scalable QA Program

To improve customer interactions and ensure higher-quality text-based support, Greenhouse took a two-pronged approach: improving agent coaching and implementing a scalable QA program with MaestroQA.

• Focused Agent Training: Greenhouse reinforced the importance of active listening and clarification. Agents were trained to confirm their understanding of the customer’s issue before offering solutions, ensuring customers felt heard and valued. Agents also learned to explain any pauses during live chats, providing transparency and setting appropriate expectations for the customer.
• Building a QA Program with MaestroQA: The team turned to MaestroQA to implement a comprehensive QA program. This helped monitor agent performance, ensuring consistent behaviors that aligned with the training program. The QA insights provided team leads with the ability to assess agent performance, build trust, and identify coaching and retraining opportunities.

With these improvements, agents became more confident in handling customer inquiries, and Greenhouse’s CX team could focus on elevating service quality.

Results: A 10% Increase in CSAT with Data-Driven Insights

Greenhouse’s enhanced training and QA program yielded impressive results:

• Elevated CSAT by 10%: With better training and the support of MaestroQA, Greenhouse saw a significant 10% improvement in customer satisfaction scores. The refined approach to agent communication, paired with actionable QA insights, enabled agents to provide a more tailored and efficient support experience.
• Improved Coaching and Engagement: Regular coaching sessions based on QA insights boosted agent morale and engagement, making agents feel more empowered in their roles. The focus on continuous improvement allowed agents to see growth opportunities and become more invested in their performance.
• Enhanced Training and Knowledge Base: Ongoing QA efforts revealed content gaps in Greenhouse’s training materials and knowledge base, enabling the team to improve both. These insights also provided the CX team with concrete data to advocate for product changes, making it easier to communicate with internal teams about customer needs and product enhancements.

Greenhouse’s focus on training and quality assurance has not only improved agent performance but has also enhanced the overall customer experience, resulting in measurable improvements in CSAT and long-term customer loyalty.

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