A SaaS provider turned to Boxleo BPO to enhance customer support efficiency. By refining escalation workflows, building a tiered support system, and empowering agents with knowledge tools, we significantly improved resolution times and customer satisfaction.
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The client experienced high ticket escalation rates and slow issue resolution due to limited documentation, inconsistent responses, and a lack of standardized troubleshooting processes across support tiers.
The company struggled to maintain consistent service quality amid rapid user growth.
Boxleo BPO implemented a structured support model with strong documentation and feedback loops.
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