Enhancing Customer Experience to Drive Rapid Growth | Streaming Innovation Leader

Implemented global priority Customer and Technical support to the client which helped the client to improve the ASA.

The Client

The client is a recognized name in streaming innovation and has developed a streaming platform that delivers a best-in-class user experience. In the first half of 2017, client’s customers streamed nearly 7 billion hours of video and music using its proprietary streaming platform.

The Challenge

Prior to outsourcing, the client was operating with long Average Speed of Answer (ASA) rates and this led to high abandon rates. They were not meeting their internal targets for a long period of time. As a customer-centric organization in a rapid growth mode, they realized the need to scale while improving the customer experience significantly for customers who needed to converse with an employee agent. Download the case study to learn more.