Numan was looking for targeted support to help with spikes in customer service activity. We led customer ticket resolution and freed Numan’s team to focus on the highest-value tasks.
Numan is a digital health platform for men - providing access to expert advice, medication, diagnostics and supplements.
The speed at which FYXER can get started and react to changing priorities was a key pull factor for Numan, as was our ability to build a bespoke team of Fyxers with skills specific to client requirements.
Numan was looking for targeted support to help with one-off projects, adding resources to its customer service team. The business had previously subscribed to our managed service and was attracted to the flexible nature of our projects offer.
Numan’s team of Fyxers enhanced Numan’s customer service team, adding capacity without which it would have been impossible to manage spikes in demand. We also freed Numan’s team to focus on high-value tasks, ensuring that they hit their customer service KPIs.
The Fyxer team working on customer tickets acted as an extension of Numan’s own customer service team, embedding into systems and closely matching internal rates of hourly ticket resolution.
Working with FYXER saved the business from the time and fixed costs of making permanent hires. We have now worked with Numan on three successive projects demonstrating the trust and impact of our partnership.
We owned workflows and tasks across Numan’s customer service team when there were spikes in activity at certain times of the year or due to the success of specific campaigns.
One key area was owning customer ticket resolution. Tickets consisted of various email requests for help and support from confirming where an order was to answer questions about products. When there was a backlog, we assisted by responding and resolving open tickets.