Aloe Care Health

Customer Support Outsourcing – Aloe Care Health

Overview

Aloe Care Health is a healthcare technology company that offers remote patient monitoring and communication solutions for seniors and caregivers. Their main product is the Aloe Care Health Hub, a smart home device that includes features such as fall detection, emergency response, medication reminders, and vital sign monitoring capabilities. The device helps seniors maintain their independence while giving caregivers peace of mind by allowing them to monitor their loved ones’ health and safety remotely.

Service

Industry

What We Did

Aloe Care Health was searching for a new onshore provider to replace its outsourced customer support department. The new provider needed to handle 2,500 monthly chats, phone calls, and emails, and 1,000-1,200 monthly outbound calls. Additionally, the new team needed to be able to work within Aloe Care Health’s existing Zendesk Suite framework. The goal was to improve the quality of customer support by having a fully onshore team that could handle a high volume of inquiries and provide excellent service.

Partnership Scope

Affirma provided Aloe Care Health with six onshore resources to handle its customer service needs as described. These resources are available during the specified hours of operation, including weekdays from 9 a.m. to 9 p.m. Eastern Standard Time and weekends from 10 a.m. to 7 p.m. Eastern Standard Time. Affirma’s resources fully cover their current volume of inquiries. Affirma worked with Aloe Care Health to provide the necessary skills and training to be able to manage the workload outlined in the original business need.

Contact our team to see how we can help bring your initiatives to life.

Related Case Studies

Technology Consulting

Infrastructure

Development

Microsoft

Marketing Services

Design

Engagement Marketing

Business Process Outsourcing (BPO)

Change Management