24/7 Customer Support
Built global support team with 40% higher satisfaction scores
The Challenge
An e-commerce company needed to establish round-the-clock customer support to serve their global customer base. Their existing support team couldn't maintain consistent quality across time zones, leading to delayed responses and frustrated customers.
They required a solution that would provide seamless 24/7 coverage while improving customer satisfaction metrics.
The Strategy
We implemented a global support team model with representatives across three continents. Each candidate underwent rigorous training in product knowledge, communication skills, and cultural sensitivity. We established quality assurance protocols and a knowledge management system to ensure consistency.
Within 8 weeks, we built a 45-person support team covering all time zones with native-level language capabilities in 6 languages.
CSAT Increase (%)
Increased Global Coverage
The Outcome
The e-commerce company achieved 40% higher customer satisfaction scores within 3 months of implementation. Response times improved by 65% across all time zones, and the 24/7 coverage enabled them to expand to new international markets.
"The global support team transformed our customer experience. We now have consistent, high-quality support available whenever our customers need it, in their local language."
