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Case Study

Boosting Customer Satisfaction Beyond Expectations

Overview

This globally recognized client specializes in transforming cherished customer photos into stunning personalized gifts, including canvases, photo books, mugs, and phone cases. As the leading provider of photo products in the European market, with millions of customers worldwide, they sought a dependable and experienced outsourcing partner. Their goal was to efficiently manage multilingual frontline customer services and support key back-office operations, ensuring a seamless experience for their customers.

Client Needs

The client sought to consolidate their outsourcing needs with a single provider capable of meeting their multilingual requirements while streamlining operations across global service centers. This was no small feat, as the project demanded support in 10 languages across 12 markets.

DDC was chosen as the preferred outsourcing partner, thanks to our expertise in customer experience, back-office operations, and multilingual solutions.

True to the DDC approach, we crafted a tailored solution that aligned with the client’s specific needs and financial goals. A key factor in their decision was our ability to adapt seamlessly to fluctuating supply and demand, an essential capability given the unpredictability of their requirements.

To meet the client’s exceptional language needs, our nearshore hubs in Bosnia and Serbia were selected to deliver this project, leveraging their outstanding multilingual expertise and operational excellence.

Our Solution Summary

The team are fundamental to the success of this solution; they utilize their experiences, talking to the customers first-hand to offer suggestions and feedback that help our client provide the best CX possible.
  • Delivered a multilingual, multichannel customer service solution, operating 364 days a year
  • Provided support across email, chat, social, and voice in 10 different languages
  • Assigned a dedicated team to manage both voice and non-voice customer service activities
  • Successfully supported the implementation of new software systems
  • Adapted resources to handle fluctuating demand efficiently

The DDC team played a critical role in the success of this solution. Drawing on their expertise and direct customer interactions, they provided valuable feedback and suggestions that enabled our client to deliver the best possible CX.

Key Success Points

91000

calls handled in just 6 months

10

languages delivered for top-tier CX

44000

emails managed seamlessly

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