Driving Revenue Growth and Satisfaction for a Global Web Hosting Provider
Opportunity
The client, a provider of web hosting services for small businesses and residential users in the U.S., Europe, and Latin America, serves 20% of its customers in the APAC region. They needed a partner to deliver high-quality technical and billing support with geographical redundancy. In May 2002, they selected UnifyCX to provide 24/7 chat and email support across Tier 1, 2, and 3 services, focusing on consistent support, proactive feedback on product and process improvements, and reducing customer contact rates. Our team works closely with the client to ensure customer success.
Solution
UnifyCX implemented a tailored support system across three tiers:
- Tier 1 Support: 750 agents in Mangalore and Mysore handle 150,000 monthly interactions, delivering initial technical and billing support via chat.
- Tier 2 Support: 147 agents in Mangalore manage 7,000 monthly escalated interactions, addressing advanced technical and billing issues requiring specialized expertise.
- Tier 3 Support: 70 agents in Mangalore handle 400 monthly interactions involving complex technical issues, refunds, and chargebacks escalated from Tier 2.
In 2005, UnifyCX introduced product upsell and cross-sell initiatives through the Tier 1 chat team, increasing revenue per contact from $0.75 to $6.
Results
Since launching the program, UnifyCX has partnered closely with the client to adapt to their evolving needs and deliver outstanding results. Customer satisfaction rose from 3.75 to 4.8 stars by 2024. Revenue per contact grew significantly, and resolution rates improved, with a 12% year-over-year reduction in customer contact in 2023, driven by product and process optimization.
