Getting to 24/7 support

Clair Bevan
12 September, 2018 · 2 min read

On 1 September 2018, the ANNA Customer Support team started providing 24/7 support.

I recruited the founding three members of the team in March initially working just weekdays 9:00am-5:00pm. As the weeks went on and more customers started onboarding, our hours were extended from 8:00am-8:00pm and weekends were covered from 10:00am-2:00pm. Our stats showed more people downloading the ANNA App later in the afternoons and evening, probably whilst commuting home or finding time after work. Being there for our customers was as important as ever. With this in mind, August saw us move to 7:00am-11:00pm 7 days a week.

My Customer Support team are there to assist with the onboarding process and takes over if the AI isn’t quite sure how to respond. The extended hours brought down the average response time for our customers. Weekday response times have dropped from 5 minutes in June, to only 2 minutes in July. Weekend times were slashed dramatically from 2 hours to just 3 minutes during August.

The number of customer issues raised outside of working hours fell, accounting for just 7% of July’s queries, a drop from 10% in June. Now that we offer 24/7 support this will is no longer an issue as we are always there for all our customers.

About the author

Clair is a relationship management expert. She has overseen onshore and offshore contact centres, been a mortgage adviser, and was previously a Senior Business Partner at Barclays Customer Experience. At ANNA, Clair is dedicated to building the best support team in the UK. Her leadership and sense of humour ensure the human touch is central to ANNA’s DNA.

Read more of Clair's writing
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