Case Study - Multilingual B2C Inbound Technical Support

Client Overview

Founded in 2014, this leader in smart home technology specializes in advanced robotic cleaning solutions. Renowned for integrating AI and robotic technologies, it empowers users to enjoy more free time, underscoring its commitment to technological innovation in home cleanliness. It is present in over 170 countries, serving over 15 million homes worldwide.

Challenge

• Inconsistent Support Quality: Dependence on various retailers for customer support created uneven service quality, which negatively impacted the brand's reputation and customer satisfaction.

• Limited Control Over Customer Interactions: By outsourcing support to individual retailers, the company had minimal oversight over the customer service journey, limiting its ability to standardize service quality and gather meaningful customer feedback.

• Profit Margin Constraints: The need to price products lower to compensate retailers for providing support services reduced overall profit margins and limited pricing strategy flexibility.

• Centralization Need for Enhanced Service Efficiency: Outsourcing to a specialized BPO would centralize customer support, allowing for consistent high-quality service, uniform training, and better management of customer interactions.

• Strategic Data Utilization for Improvement: Partnering with a BPO would enable the company to systematically collect and analyze customer data, driving strategic improvements and enhancing the customer experience through professional, data-driven insights.

Solution

• Multilingual Support Expansion:

  • Implementation: Started with German-speaking specialists and expanded to Scandic languages and Mandarin by the end of 2023.

• Strategic Market Expansion:

  • Plans set for further expansion into France, Italy, Iberia (Spain and Portugal), Poland, and Romania by the end of 2024.

• Optimized Talent Acquisition and Interviewing:

  • Profile Building: Gathered detailed information to create accurate sourcing profiles.

  • Calibration and Alignment: Aligned client and team expectations for optimal performance.

  • Sourcing Profile: Utilized tailored profiles to consistently deliver top candidates.

• Leadership Team Preparation and Training:

  • Preparation: Advanced hiring of leadership roles.

  • Training: Equipped leaders with client-specific training and understanding of Cluster and client values.

  • Inbound Case Handling: Leaders handled inbound cases to understand top issues for better resolution.

• Efficient Agent Onboarding Process:

  • Wave 0 Agent Journey: Onboarding initiated with Wave 0.

  • Nesting Period: Provided dedicated support and training for 1-3 weeks based on project complexity.

  • Client Onboarding: Conducted thorough client onboarding, ensuring agent proficiency.

  • Final Review: Evaluated candidate suitability based on productivity and behavior indicators.

Results

• Customer Engagement:

  • The project's initial 6 months saw effective onboarding and management, resulting in heightened customer satisfaction and loyalty. This also unlocked new revenue streams, pivotal for sustained business growth.

• Operational Scalability and Market Expansion:

  • Through a Cluster strategy, operations were centralized, enabling seamless adjustments and scalability across diverse regions, facilitating continuous market expansion.

• Achievement of Optimal Staffing:

  • Consistently sourcing and onboarding the right professionals ensured operational stability throughout the project's initial phase.

• Continuous Improvement and Data-Driven Decision Making:

  • Leveraging DSAT, CSAT, and data analytics, the project team established robust operations, augmenting internal knowledge bases. Additionally, prompt issue reporting prompted structured client responses, enhancing problem resolution and service quality.

Our Client Testimony

“Our shift from relying on various retailers for customer support to partnering with a specialized BPO yielded significant cost efficiencies. This move not only improved our profit margins by eliminating the need to compensate retailers for support services but also provided better control over service quality and customer interactions. We are looking forward to continuous cooperation with Cluster as a partner and the ongoing benefits it will bring to our operations and customer satisfaction.."

BPO Service Delivery Manager