Leading Skill Assessment Platform Reduced Support Tickets By 15% With Internal Education Initiative

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Company
iMocha (formerly Interview Mocha) is the world's largest skills assessment solution API platform that helps organizations build winning teams.
Industry
Computer Software
Employees
150
Headquarters
United States
Key Indicators
Currently the platform is used to train internal sales, customer success, support, product engineering and management team to reduce customer churn
About Client:

iMocha (formerly Interview Mocha) is the world's largest skills assessment solution API platform that helps organizations build winning teams. The platform empowers organizations to thoroughly assess employees as well as candidates, essential to identify and benchmark their skills proficiency according to industry/company standards. iMocha’s product, platform, and custom services are fit for IT services companies (as well as Financial Services, Engineering, Insurance and Healthcare sectors) that have assessments needs for trending, job-based as well as futuristic digital skills.

The Challenge:

iMocha is growing at a rapid rate of 4X ARR YoY. During pandemic situation where WFH has become a new normal, making sure that their internal teams like SDR, Customer Success, Product Innovation and Support are all on the same page to meet the best customer experience. This required all the teams to be trained regularly by internal experts and this exponential growth is handled successfully without any compromises on customer support. The remote working also lead to increase in number of support tickets as the support team needs to make sure those are addressed correctly in time. successfully.

The Solution:

To achieve this CXcherry and iMocha worked together to derive a product training strategy to train internal teams within a record time. Also, this was supposed to be a continuous learning process keeping in mind the scattered target audience across geographical locations. The whole learning experience was gamified and iMocha leadership team uploaded video content, presentations, walkthrough demos to ensure each stakeholder gets access to the right and relevant information when needed. This was also a gamified experience with users getting some “Mocha beans” on completing the training module. Video courses were hosted within internal environment and single sign on was implemented.

Impact:

This product enablement has helped iMocha to reduce their support tickets closure rate by almost 10% allowing them to increase their response time and reducing TAT leading to a better customer satisfaction.

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