Cohere, a fast-growing SaaS platform, needed a reliable partner to manage expanding customer support operations without sacrificing quality. By partnering with RepMeUp, Cohere received a dedicated Virtual Assistant who streamlined support processes, managed daily communications, and improved platform stability. This collaboration led to a 35% reduction in average ticket response times, enhanced user satisfaction, and created a scalable support structure for future growth.
Challenge
As an all-in-one platform for coaches and course creators, Cohere was experiencing rapid expansion. This growth, while exciting, brought significant operational hurdles. The internal team found themselves stretched thin, trying to onboard new clients, manage technical issues, and maintain a high level of user engagement simultaneously. The existing support system was becoming a bottleneck, threatening to slow their momentum and impact user satisfaction. They were at a crossroads: either risk burnout and let service quality decline or find a partner who could bring structure and empathy to their customer support.
Inconsistent responses and a lack of standardized procedures led to confusion.
Technical bugs were addressed as they came, without a system for proactive identification.
Onboarding new clients involved time-consuming data migrations that were prone to error.
Leads from social channels were not being tracked effectively, slowing sales pipeline growth.
The absence of a centralized customer support framework meant that user inquiries often fell through the cracks during peak times, and the development team lacked a clear, organized channel for receiving bug reports. This disjointed approach not only frustrated users but also prevented the internal team from focusing on strategic initiatives, putting Cohere’s reputation for community-driven success at risk. They needed a solution that was both scalable and deeply aligned with their brand values.
Solution
RepMeUp implemented a targeted solution by providing a dedicated Virtual Assistant and Client Support Specialist to act as an extension of Cohere’s team. Our goal was to create a structured, efficient, and empathetic support system that could handle the complexities of a global user base. We didn’t just fill a gap; we built a robust operational framework designed for long-term scalability and stability, freeing Cohere’s team to focus on innovation and growth.
We implemented clear SOPs in Zendesk to resolve and escalate tickets efficiently.
A formal process was established to document, flag, and track technical issues.
A formal process was established to document, flag, and track technical issues.
We handled multi-channel communication, from support chats to social media lead qualification.
By taking ownership of these critical operational functions, RepMeUp transformed Cohere’s support from a reactive function into a proactive, value-driving asset. Every user interaction was handled with professionalism and warmth, reinforcing Cohere’s commitment to its community. Our team ensured that no detail was overlooked, from managing affiliate revenue sheets to coordinating post-event follow-ups, providing the Cohere management team with accurate, reliable data to inform their strategic decisions.
Results
The partnership delivered immediate and measurable improvements across Cohere’s operations, solidifying their platform’s stability and enhancing the overall customer experience. By implementing disciplined processes and providing consistently responsive support, RepMeUp empowered Cohere to scale confidently while strengthening its relationship with its user base. The results demonstrated a clear return on investment, validating their decision to partner with an expert in operational support.
Average ticket turnaround time was reduced by 35% through efficient prioritization.
Faster, empathetic responses led to a noticeable increase in positive user feedback.
Dozens of new coaches and creators were migrated to the platform without issues.
Multi-channel support ensured no inquiries were missed, even during peak periods.
The impact was felt not just in the metrics but in the day-to-day experience of both Cohere’s team and their users. With RepMeUp managing the operational complexities, the internal team was freed from the constant pressure of putting out fires. This newfound focus allowed them to concentrate on developing new features and growing their business, knowing their customers were in capable and caring hands. The collaboration built a repeatable structure for success.
Conclusion
The partnership between Cohere and RepMeUp demonstrates the transformative power of strategic outsourcing. By entrusting their customer support and operational tasks to a dedicated specialist, Cohere was not only able to overcome the immediate challenges of rapid growth but also build a sustainable foundation for future expansion. The results: improved efficiency, higher user satisfaction, and a more focused internal team, highlight the value of having a reliable partner who understands the nuances of a scaling SaaS business. As Cohere continues to innovate and expand its platform, the scalable support framework established by RepMeUp will remain a critical asset, ensuring they can maintain their commitment to exceptional user experience at every stage of their journey.
Ready to transform your operations and free your team to focus on what matters most? Discover how RepMeUp’s dedicated support solutions can help you scale with confidence. Book a discovery call with us today.
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