Zinio Support Goes Digital and CSAT Jumps to 95%

Case Study | Digital Subscription Services

By becoming the world’s leading platform for international digital magazines, Zinio experienced immense popularity in a short period of time. As a result, both reader and subscriber bases expanded rapidly leading to scalability issues for customer support.

Customer support handled two distinctly different kinds of users, subscribers and publishers. The company supported these two groups from different locations, one for voice support and one for digital support. The in-house team lacked people-power, space, and budget to keep up with demand.

The company partnered with Goodbay to improve both voice and email support. We also evolved to a 100% digital support model and added pre-sales chat.

In this case study, learn how we:

  • Improved customer satisfaction (CSAT) from 80% to 95%.
  • Drove a 200% reduction in First Response Time (FRT).
  • Reduced agent headcount without sacrificing quality.

To learn how you can improve the customer experience (CX) and incorporate digital channels into your support model, Download now.

Download your copy

How to Effectively Prepare Customer Service Operations for Peak Season

Seasonality can drive monumental amounts of revenue: Back to school & Black Friday for retailers, Super Bowl for consumer electronics, and tax season for accountants.  Peak periods that produce a flood of consumers can also create a tsunami of calls to your customer service center. Weathering the rush can be crucial to your revenue and

Read More »

3 Reasons Small Companies Need Business Intelligence

The worldwide business intelligence (BI) market will have an estimated value of more than $33.3 billion by 2025. This growth is relatively rapid because businesses across many sectors realize that business intelligence technologies are crucial to long-term success. Despite the widespread adoption of business intelligence solutions, there is still a misconception that these technologies are only

Read More »

3 Reasons to Measure Customer Satisfaction

When a customer receives great service, nearly four out of five (78%) will do business with you again even following a mistake. But how do you know what customers think of their support experiences? Unless you’re measuring customer satisfaction (CSAT), you won’t. Most businesses know the value of keeping customers satisfied. Not only do customer perceptions significantly

Read More »

5 Ways to Build Out Your Customer Support Team

Three in four customers (75%) prefer to interact with human customer support staff instead of automation software, according to Oberlo. Accommodating this customer preference requires you to maintain a skilled customer service team plus self-serve software where it makes sense. But building out a customer service team can be challenging. This difficulty holds true whether you’re

Read More »

5 Metrics that Matter Most in Outsourced Support

A 2021 survey, 80% of respondents turned to outsourcing to improve efficiency, business growth, and the chance to work with experts. When it comes to support, outsourcing has been one of the most prevalent trends over the last several years. Companies ranging in size from small startups to major enterprises can enhance customer satisfaction (CSAT) by partnering with

Read More »

4 Pitfalls to Avoid with Overseas Outsourcing

Nearly half (46%) of businesses say outsourcing allows them to access skillsets not available internally. Another 45% view outsourcing as an effective cost-saving strategy. There’s little doubt the right outsourcing partner can help a business cut costs, improve customer experiences, protect profit margins, and scale services. However, choosing the wrong partner can have unintended consequences. Outsourcers with

Read More »

Related Case Studies

Element Wins a Stevie for Service Provided by Goodbay

Reduced Ticket Backlog & Improved First Reply Time Boosts Customer Satisfaction

Championing a Steam Record Breaker

Volume Spike Handling Improves User Experiences