First Response Time Plummets 35% for
Case Study | Electronics
abode is a leading manufacturer of smart home and security devices, developing its products through embedded platform partnerships with Amazon, Apple HomeKit, and Google Assistant.
The company’s low-cost, offshore customer support solution worked well until products grew in popularity. When support inflows increased 10X over 60 days, abode knew they had to fix the problem but their partner was unable to scale. The company chose Goodbay for our ability to quickly ramp technical resources, and our deep industry knowledge in connected home and IoT.
In this case study, learn how we:
- Improved resolution times, ticket backlogs and negative reviews.
- Recruited technically-skilled agents trained to address specific concerns.
- Boosted First Response Time by 35% within 30 days.
- Migrated phone, chat and email support from a previous provider.
- Expanded support coverage to 24/7.
Goodbay's dedicated support model immediately reduced product repairs and returns.