The fastest-growing restaurant management platform in the U.S., valued at $4.9B, Toast was seeking a nearshore BPO partner to help them retain clients, expertly scale their business and drive operational efficiencies for greater cost reduction.
Our client needed a customer success partner who could achieve a quick speed-to-green and an effortless ramp to Peak for the holiday season, while servicing multiple support channels and working with multiple banking partners.
With the help of ibex’s Proactive Outreach program, Lyft successfully improved overall rider NPS. For Lyft, ride reviews make up 85% of total enterprise survey volume; 18% of that volume comes from the Proactive Outreach queue.
Western Union was challenged with long customer wait times and decreasing levels of customer satisfaction. They needed an effective solution, fast.
Global Streaming Leader needed an engagement partner who could not only provide top-box customer support and satisfaction, but who could also ramp and launch quickly, while still maintaining quality
To successfully meet and exceed our client’s needs, ibex strategically analyzed the buy-flow of client customers, and recognized that new customers were becoming ‘stuck’ during the online buying experience.
Bend, Oregon, 2015
Bend, Oregon, 2015
$1.03M in additional revenue over the last 2 quarters (vs. prior year periods) and accelerating performance.
Fresh off of series C investment, Allbirds was seeking to expand their footprint, cut costs, and effectively scale their operation. Bringing on their first outsourcer to expand their digital customer care program, Allbirds required an experienced and nimble vendor to launch quickly, scale smartly, and mitigate risk.
As a startup in the ever-expanding meal kit delivery vertical, Gobble knew that social and search media platforms were going to play a vital role in their aggressive growth strategy.
With the powerful targeting and creative options available to advertisers on Facebook & Google, they needed an effective media strategy to reach new customers with the right message at the right time. The first phase of their strategy was to establish a strong presence in their home turf on the West Coast, while simultaneously gearing up for national expansion.
Netflix needed an engagement partner who could not only provide top-box customer support and satisfaction, but who could also ramp and launch quickly, while still maintaining quality
Custom Technology & Analytics: ibex developed a custom tool that helps FutureDontics track conversion % by market, reasons why we can/cannot convert, time of the day where we have the most missed conversion % opportunities (based on QA controllable), and how each agent quartile performs against all metrics and markets. Tool cost? Free.
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