Ultrahuman is a cutting-edge health and wellness technology company known for its advanced wearable devices—such as the Ring AIR, Ultrahuman M1, and Ultrahuman Home—that offer real-time insights into sleep, recovery, metabolic health, and more. These products enable users to optimize their well-being through data-driven, actionable feedback.
With rapid user expansion and a growing product suite, Ultrahuman encountered significant support challenges:
A surge in customer communications via chat.
Inconsistent quality of responses, delayed turnaround times (TATs), and fragmented communication workflows.
Internal teams overwhelmed and unable to maintain speedy, high-quality service as the user base scaled.
To streamline customer support and uphold Ultrahuman’s premium brand experience, Infoneoo implemented a robust support framework:
Assembled a fluent-English chat team adept at managing health-tech inquiries.
Expanded the team from 8 to 27 trained agents in under 6 months.
Implemented SOP-driven systems ensuring prompt and consistent query resolution.
Delivered transparent performance dashboards to the Ultrahuman team for full operational clarity.
Agent Specialization – Ensured team members were well-versed in wearable tech, physiological metrics (e.g., HRV, sleep, glucose monitoring), and customer empathy.
SOPs and TAT Frameworks – Developed detailed protocols and timed response goals for chat queries.
Real-Time Dashboards – Deployed analytics tools monitoring TAT, CSAT, and volume, enabling proactive adjustments.
Scalable Operations – Adapted staffing and workflows for seasonal spikes (e.g., product launches).
Channel Expansion – Seamlessly integrated voice support to complement chat, improving accessibility.
Rapid team growth: 8 → 27 agents within six months.
94% TAT adherence consistently maintained.
High user satisfaction: 87% CSAT achieved across support interactions.
Enhanced Unity of Support: Voice support introduced without disruption to operations.
Our partnership also drove digital enablement across Ultrahuman’s support ecosystem:
Reporting Dashboards: Real-time visibility into performance metrics.
Chat Monitoring: Identified areas for training and process improvement.
Continuous Feedback Loops: Allowed for rapid refinements and training cycles.
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