How Raynor Improved Support Efficiency & Agent Accountability with ProProfs | Case Study
In this case study, Betsy McBride, Call Center Supervisor at Raynor Garage Doors, shares how ProProfs revolutionized their customer support operations. Raynor Garage Doors, a leading manufacturer of residential, commercial, and rolling garage doors, manages a vast network of about 700 dealers across the country. Betsy discusses the challenges they faced before ProProfs, including the inability to add attachments in chats and the lack of chat transcripts, leading to inefficiencies.
Since implementing ProProfs, Raynor Garage Doors has seen significant improvements:
– Enhanced Chat Features: Ability to add attachments and access chat transcripts.
– Improved Accountability: Daily and weekly reporting functions hold the team accountable.
– Streamlined Onboarding: A seamless transition with enthusiastic adoption by the team.
– Responsive Support: Excellent support experience with quick and helpful responses.
"Change is hard for me, and we have a couple of people in the room that change is hard for. But this was seamless. There were zero problems. We were all actually very excited to start it, and we've been excited from day one," says Betsy.
Watch this video to learn how ProProfs has been instrumental in transforming customer support at Raynor Garage Doors, making their processes more efficient and their team more accountable.
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