About WHOP
A platform currently valued at over $1,000,000,000 connecting over 1,000,000 users and thousands of merchants to discover and buy digital products.
The Challange
Rapid growth made it difficult for WHOP to keep up with rising customer support demands, Iow performance metrics, high training, onboarding, and equipment costs.
Our Solution
We built a 50+ member support team, fully trained and integrated into WHOP's operations to deliver exceptional customer experiences with a heavy focus on improving KPIS.
The Results
Resolved 100,000+ tickets
Increase CSAT score from 89% to 98%+
80%+ average QA score
Eliminated over 12+ hours of training time per week
Reduced CSR Costs by 30%
Eliminates risk since WHOP only pays for fully trained reps
Decreased First Response time from 1min 43sec to under 30-sec
"If I have an issue - no matter if it's 12 in the morning or 12 at night - I know I can ping them [Talent Trellis] about it - and I know they will answer me right away. The feedback loop is awesome! It's constantly being provided by us and them and its helping us improve our team's quality."
-FJ, Head of Product at WHOP
"We really value their dedication. They're not afraid of putting in extra hours if we need them to cover certain times. They're gonna be there no matter what - even if it's Christmas. That's the kind of dedication that most startups need."
-FJ, Head of Product at WHOP
WHOP Stats
Before
After
Tech Stack
With our help, WHOP now delivers fast, reliable support while focusing on growth and substantially increasing customer LTV and word of mouth.