Katerina Gracheva

Customer Support Team Lead @Pure App

First response time: Engineered a staggering reduction in first response times by 98% within the first three months, followed by an additional 1% improvement over the next six months, through strategic team expansion and process optimization.Average response time: Achieved a 97% decrease in average response times, from 72 hours to just 25 minutes, by doubling the support team and introducing efficient workflows.Organized 24/7 response with the international multi-language fully remote team (6 different time zones)Changed the ticket system, implemented all channels into one system (email + reviews in AppStore, Google Play, Huawei store + Instagram + Twitter), Automatization improved from 0% to 40% after 6 months, to 70% after 6 more months. Created a new Knowledge Base.+7 articles after 3 months, 15 more after 9 monthsOrganized disputing of chargebacks processCreated the full onboarding system for hired newfiesSplit complaints to general topics, renew all info in KB + templates + tags to one described common systemGDPR rules: made research and implemented all info regarding the law Feature requests split into separate topics regarding the roadmap, informing users after a releaseReporting reviews in stores2nd touch: informing users when the problem is resolvedCustomer care: in case of massive crashes support reaction resulting in a decrease of negative reviews in stores less than 1 hour - from 5 (avr) to 0,1-3h - from 15 (avr) to 3,Reviews score changing back after a fix - 20%(avr)