Goodbay Provides Epic Support for Content Powerhouse

Case Study | Streaming

This content provider offers streaming entertainment that spans theatrically-released motion pictures, original series, documentaries, music, and comedy.

Previously, all customer support was managed through contract employees which became cumbersome and yielded wide variations in performance. Training costs were high, turnover was problematic, and scheduling was an issue. These problems drove slow responses, missed service levels, high call abandon rates, and high customer frustration. The company chose Goodbay for our ability to quickly ramp trained employees and improve key performance metrics.

In this case study, learn how we:

  • Improved customer satisfaction (CSAT) by 62%.
  • Delivered an email First Response Time (FRT) of just 20 minutes.
  • Responded to 100% of voicemails with a callback within 24 hours.

To learn how you can leverage our structured training and expert resources to transition – and optimize – customer support, download now.