Office of the President of Ukraine
About the project
Challenge
Representatives of the Office of the President of Ukraine urgently needed to launch a support line for citizens who needed help or advice in the conditions of military operations. Every day, the Office received thousands of appeals and requests from people for help, so it was extremely necessary to systematize it into a full-fledged support line - promptly, qualitatively, effectively.
Key requirements
- Launch of the project in a record time for the industry.
- Operational training and retraining of agents.
- The technical side of the project is reliably established.
- Providing 24/7 support
- Stress resistance of agents, prudence in difficult and morally difficult situations
- Achieving performance targets
Solution
The company Simply Contact urgently launched a support hotline, which was aimed at receiving applications for the supply of humanitarian goods, as well as receiving medicines, food and hygiene products. On this line, our agents managed to process 24,000 requests.
Tasks we fulfill
- Urgent launch of the project in 1 day.
- Operational training of agents in a short period of time.
- The coordinated work of the entire support team made it possible to keep all processes under control.
- Handling requests in two languages: Ukrainian and English.
- The necessary IT infrastructure, monitoring and analytics processes are clearly organized.
- Achieving project goals, compliance with customer service quality rules.
Results
Thanks to the coordinated teamwork of Simply Contact employees, starting with support and trainers, ending with professional agents, we managed to launch an extremely important project for the country in a record time for the industry. Together, we were able to help tens of thousands of people in times of need, provide them with the necessary things or information on time, provide support, advice, or simply listen. The goal was not to rush agents but to remove structural friction: unclear knowledge bases, inconsistent escalation paths, and scripts that didn't match the actual flow of customer conversations.
to launch the project
service languages
processed appeals
Nadiia Vasilieva — Quote
Public organization “Digital Transformation Institute” and Simply Contact began working together in March 2022 on a joint project for the Office of the President of Ukraine. The goal was to organize and deliver humanitarian aid to the Ukrainian people. The support line launched in just one day, with all technical setup handled by Simply Contact. Their team manages calls and emails in two languages, with efficient workflows, analytics, and monitoring in place. Simply Contact has proven its professionalism, speed, and ability to handle complex challenges. We confidently recommend it as a reliable customer support partner.
