About the Client
The client is an American business and employment-oriented online service that operates via websites and mobile apps. The platform is primarily used for professional networking and career development and allows job seekers to post their CVs and employers to post jobs. The platform allows members to register and connect over a social network for their employment and career development needs. It has over 800mn registered members and has active users globally.
Client Challenge
The client had to find a way to manage incoming support requests of its registered members and meet them within SLAs. It became more difficult during the pandemic as lockdowns were the rule of the day. The major problem was volume surge; how to manage surge and continue providing support. Only some companies could afford the luxury of switching to a virtual model to provide continued services. The client wanted a solution to address these challenges while delivering CX at scale.
Movate Solution
MOVATE Corp assessed the client’s situation and decided to onboard the client on its Movate OnDemand gig peer expert platform to stabilize support and improve CX levels. The approach works because Movate OnDemand brings the power of three separate modules working together to power support. The trifecta combination of OnDemand Gig Peer Experts, MOVATE Edison®, and full-time experts ensure that every support request is attended to by an “expert” in that field/domain. The AI/ML engine behind the platform proactively matches the case with the right expert to handle the interaction, thereby delivering empathetic and personalized customer resolutions.
What makes Movate OnDemand tick?
Gig Peer Experts: Freelancers or independent contractors generally do temporary or short-term work for multiple clients.
Movate Edison: Movate’s AI/ML-driven, self-sustainable ecosystem provides high-impact, channel-agnostic CX
Full-Time Experts: Experts who are into providing support round the clock and are full-time employees
The team could successfully quell support requests by engaging Movate OnDemand’s Expert Network & AA Solution. The significant advantage of using gigs to power support is that it allows you to scale up and reduce resolution times beyond traditional
SLAs. The platform routes the calls to experts than to high-cost agents who take the necessary steps to resolve the case at first call resolution. These experts provide channel-agnostic support faster than a conventional support center. This naturally improves turnaround times, infusing confidence, trust, and reliability. Should a request warrant a more detailed approach, the platform automatically switches to Movate Edison and transfers all call data to live agents who provide a solution.
The expert’s network also paved the way for the client to launch support across nine different international languages (Chinese, Dutch, Italian, Japanese, Korean, Russian, German, Polish, and Turkish) through automated machine translation needing no support personnel. With the help of Movate OnDemand, the client was able to launch a premium support network in 2021 for distinguished customers offering them premium services.
Business benefits
- 190k+ tickets resolved
- 45k tickets resolved through automation
- Launched multilingual support in nine languages
- 50% cost reduction through automated answers (no experts)
- 84% CSAT
About Movate
Movate, formerly CSS Corp, is a digital technology and customer experience services company committed to disrupting the industry with boundless agility, human-centered innovation, and a relentless focus on driving client outcomes. Recognized as one of the most awarded and analyst-accredited companies in its revenue range, Movate helps ambitious, growth-oriented companies across industries stay ahead of the curve by leveraging its world-class talent of over 11,700+ full-time Movators across 20 global locations and a gig network of thousands of technology experts across 60 countries, speaking over 100 languages.