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Customer Service and Support for

Award-winning dating app

Trusted by some of the fastest-growing companies around the world

01

The Client

Our client runs a geosocial networking app geared towards lesbian,
bisexual and straight women. It was launched in 2013 and is now
available in more than 55 countries.

Our client runs a geosocial networking app geared towards lesbian, bisexual and straight women. It was launched in 2013 and is now available in more than 55 countries.

02

The Brief

As their networking app became increasingly popular, our clients
needed to find ways to keep up with the demand for customer support.

As their networking app became increasingly popular, our clients needed to find ways to keep up with the demand for customer support.

We’d been managing customer support internally,
but the volumes were increasing as the company was growing.

We’d been managing customer support internally, but the volumes were increasing as the company was growing.

We wanted to change the way we ran customer support.

It had to be scalable, and also be a good experience for our customers.”

Alongside customer support, our clients needed someone to moderate
user profiles, and also content moderation within the app.

Alongside customer support, our clients needed someone to moderate user profiles, and also content moderation within the app.

Quantanite were at the right price range for us, and the account
manager was super friendly and personable – always available
when we had any questions. Some of the other outsourcing
companies felt like large corporate entities but...

Quantanite were at the right price range for us, and the account manager was super friendly and personable – always available when we had any questions. Some of the other outsourcing companies felt like large corporate entities but...

…this felt like a set of individuals
who we could get to know.”

…this felt like a set of individuals who we could get to know.”

Our client’s main objective was to gain insight into user experience.
If there were any product issues or challenges with the app’s functionality,
providing timely feedback was crucial for improving customer experience.

Our client’s main objective was to gain insight into user experience. If there were any product issues or challenges with the app’s functionality, providing timely feedback was crucial for improving customer experience.

03

The Process

Our clients created an onboarding program and trained the team.
A team leader then took responsibility for training any additional staff
on the specific systems and processes involved in the app.

Our clients created an onboarding program and trained the team. A team leader then took responsibility for training any additional staff on the specific systems and processes involved in the app.

Quantanite got up to speed and built
a team really quickly.

They were really good at training, so we didn’t have the responsibility
of doing it. And it was really great having a relationship with the team
leader. We could speak to one person and they would relay information
to the rest of the team.”

They were really good at training, so we didn’t have the responsibility of doing it. And it was really great having a relationship with the team leader. We could speak to one person and they would relay information to the rest of the team.”

At first, we thought it was important to have a team of LGBTQ people, but in the end it wasn’t. It turned out that having smart people who could process information well and make good decisions was more important.

They were working in the same
space, and really cared about our
industry.”

They were working in the same space, and really cared about our industry.”

Initially, we built a team of customer service agents from within the LGBTQ community – people who already understood the issues and were up to speed with what was happening within the community.

04

The Result

As a result of our front office services, our clients gained new
insight into their customers’ experience of using the app, and
made improvements based on our agents’ swift feedback.
The team joined our clients’ Slack channel, shared links about
LGBTQ rights, contributed to the conversation and became
part of the company and its culture.

As a result of our front office services, our clients gained new insight into their customers’ experience of using the app, and made improvements based on our agents’ swift feedback.
The team joined our clients’ Slack channel, shared links about LGBTQ rights, contributed to the conversation and became part of the company and its culture.

I felt that it was an extension of our
team – very dedicated and very custom.
Everyone was invested in making
the system work. It was great value,
and a very personal experience.”

I felt that it was an extension of our team – very dedicated and very custom. Everyone was invested in making the system work. It was great value, and a very personal experience.”

For help with all customer support tasks, including content
moderation, get in touch with the Quantanite team.

For help with all customer support tasks, including content moderation, get in touch with the Quantanite team.