Revitalize your customer journey to enjoy larger customer lifetime values
Outcomes delivered
95%
Achieved
50%
costs
4
key international languages covered
Overview
Industry
Region
North America
Services Provided
Multilingual
Round-the-clock
Problem
SSENSE’s customer base had rapidly outnumbered its in-house staff. This caused broken customer journeys, a dip in customer satisfaction, and a rise in customer churn. SSENSE faced three core challenges: The rigidity of in-house customer support staff, which made it difficult to scale the personnel before and after holiday seasons, the lack of multilingual talent to cater to a global audience and across time zones, and cost-effectively delivering quality customer support.
Solution
Regalix competed with SSENSE’s in-house team in a Champion-Challenger model. In this six-month pilot, Regalix’s offshore and SSENSE’s in-house teams worked independently to address the holiday surge. Regalix identified multilingual customer support executives across time zones who adopted a multichannel approach to customer service. Outsourcing customer service also meant a scalable and trained staff, which gave SSENSE the impetus to cost-effectively expand to new markets.
Results
By the second quarter of the pilot, Regalix’s offshore team outperformed SSENSE’s in-house team on every measured KPI — Revenue/Cost Ratio, Cost Per Ticket, Cost Per Resolution, Time to Resolve, CSAT, and NPS. Covering four key languages—Mandarin, Japanese, Korean, and English—Regalix worked through one of the busiest seasons to revitalize SSENSE’s customer experience and journey, elevating CSAT to above 95% and, in doing so, rekindled customer loyalty for the brand.
SSENSE’s customer base had rapidly outnumbered its in-house staff. This caused broken customer journeys, a dip in customer satisfaction, and a rise in customer churn. SSENSE faced three core challenges: The rigidity of in-house customer support staff, which made it difficult to scale the personnel before and after holiday seasons, the lack of multilingual talent to cater to a global audience and across time zones, and cost-effectively delivering quality customer support.
Regalix competed with SSENSE’s in-house team in a Champion-Challenger model. In this six-month pilot, Regalix’s offshore and SSENSE’s in-house teams worked independently to address the holiday surge. Regalix identified multilingual customer support executives across time zones who adopted a multichannel approach to customer service. Outsourcing customer service also meant a scalable and trained staff, which gave SSENSE the impetus to cost-effectively expand to new markets.
By the second quarter of the pilot, Regalix’s offshore team outperformed SSENSE’s in-house team on every measured KPI — Revenue/Cost Ratio, Cost Per Ticket, Cost Per Resolution, Time to Resolve, CSAT, and NPS. Covering four key languages—Mandarin, Japanese, Korean, and English—Regalix worked through one of the busiest seasons to revitalize SSENSE’s customer experience and journey, elevating CSAT to above 95% and, in doing so, rekindled customer loyalty for the brand.
Recent Insights
