HidrateSpark case study

HidrateSpark helps people live healthier and happier lives by supporting their goals with the smart water bottle that tracks water intake.

Main goals:

1. Focus - hand over Tier 1 support to the dedicated team so that in-house tech team can focus on technical requests.

2. Scaling - having had great success on Kickstarter, HidrateSpark Team continues to deliver excellent customer service to 8000+ backers and new customers as they grow.

3. Improvement - consistently tracking and investigating all issues customers have with the product or app are necessary for development.

Results:

Dedicated Dream Support team works closely with the in-house team, takes care of support requests, tracks customer service insights and works on improvement.

- 3.5 years partnership
- scaled from 40 to 300 hours a week (grew by 650%)
- email / chat/ social media/ Amazon/ App reviews
- great social media reviews about customer service
- weekly reporting and KPIs/issues revision