Elevating Customer Satisfaction for a Media Brand | Case Study

Client Overview

Media Brand Customer Success Story

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

90%

Boosted NPS with CSAT scores exceeded and now routinely above the 90% target set by the client

5/5

5/5 ratings awarded consistently in monthly business reviews for service

Process

A formal training program, monthly reporting, and a quality assurance mechanism have been established

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2,500

Expert across
4 continents

11 yrs

Building a diverse
workforce

Centre for
Innovation

Generative
AI Platform

Case Study