Expert Handling of Volume Spikes Drives Higher User Satisfaction

Case Study | Dating

This top-grossing dating app and subsidiary of a large online dating company enjoys a diverse user population. During global lockdowns and social distancing, annual signups increased and contact volumes grew dramatically. This drove seasonal volume spikes especially when user registration and app usage skyrocketed.

The in-house customer support team was unable to meet demand and needed a partner to help enhance the user experience.

The company chose Goodbay due, in part, to our ability to elevate the user experience based on data-driven insights and advanced analytics.

In this case study, learn how we:

  • Delivered an 85% drop in First Response Time (FRT).
  • Increased agent productivity by 43%.
  • Improved User Satisfaction by 6 points.

To see how you can apply customer insights to improve experiences across the journey, download now.