Client Overview
LinkLive’s own internal support team operates fully remote while managing 24/7 communications with a diverse customer base across highly regulated industries like healthcare and finance. From critical escalation handling to daily support, the team uses LinkLive’s secure, all-in-one platform to stay connected and deliver fast, reliable service.
The Challenge
As LinkLive scaled, so did the volume and complexity of support requests. The team needed a way to provide always-on customer support across multiple channels, ensure smooth collaboration across shifts, and maintain high standards for performance and transparency. This was all done without the benefit of a shared physical workspace.
New agent onboarding also posed a challenge. In a remote environment, it was difficult to get new hires fully up to speed quickly and consistently, risking delays in response time and customer satisfaction.
LinkLive Resolution
The support team fully embraced LinkLive’s all-in-one, AI-enabled communications platform, the same one used by LinkLive customers. Agents manage voice, chat, and email in a single secure interface, enabling real-time collaboration and rapid responses to urgent issues, like escalations from hospitals or time-sensitive financial inquiries.
With the Huddle feature, the team created a virtual office environment. Managers use it to kick off each shift, coordinate escalations, and share updates. This central touchpoint keeps everyone aligned across time zones and ensures seamless handoffs between team members.
Real-time dashboards and performance metrics help both agents and managers stay focused. Live visibility into call volume, handle time, and customer satisfaction ensures accountability and provides insight into where support operations can improve.
Result
Faster Resolutions
80% of customer issues are resolved faster than the industry average, thanks to streamlined workflows and real-time collaboration.
Accelerated Onboarding
New agents reach full productivity in just one week, cutting ramp time by 75% and improving team responsiveness from day one.
Higher Satisfaction
CSAT scores reached 93%, 15 points above the SaaS average, reflecting both service speed and quality across every channel.