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Case Study

Elevating Customer Satisfaction for a Media Brand

90%
CSAT & NPS Scores Exceeded

The Results

  • Boosted NPS with CSAT scores exceeded and now routinely above the 90% target set by the client
  • 5/5 ratings awarded consistently in monthly business reviews for service
  • A formal training program, monthly reporting, and a quality assurance mechanism have been established

Media Brand Customer Success Story

Customer Satisfaction
Our client is an online video editing service that allows short-form, professional videos to be created easily and quickly and is used by publishers and marketers around the world.

The Challenge

  • Support our client’s rapid expansion and help drive their growth journey
  • Staff attrition –  commonly faced by US firms – in customer service and technical support roles
  • A need for cost-effective resources, capable of delivering consistent quality of service across appropriate time zones

The Solution

Step 1

World Class CX Centre in Johannesburg, South Africa presented for stability and expertise

Step 2

Building of a technically proficient team with optimum cultural fit for the client’s brand and customer base

Step 3

Capability to scale the team swiftly alongside planned future growth

CX services - Dedicated Technical Support including:

The Results

  • Boosted NPS with CSAT scores exceeded and now routinely above the 90% target set by the client
  • 5/5 ratings awarded consistently in monthly business reviews for service
  • A formal training program, monthly reporting, and a quality assurance mechanism have been established

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