CASE STUDY

Delivering 99% customer satisfaction for “one of the world’s most fascinating companies”

With a new food delivery line of business (LOB) and ongoing growth in its original transportation LOB, this Silicon Valley giant needed to expand customer support quickly without negatively impacting CSAT.

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Delivering 99% customer satisfaction for “one of the world’s most fascinating companies”

A peer-to-peer ridesharing and food delivery company needed a scalable business process outsourcing (BPO) partner to serve a growing ecosystem of both customers and drivers. Over the years, VXI provided top-notch agents (+1200 of them!) located onshore and offshore and demonstrated a commitment to handling ever-increasing volumes with quality and efficiency.

Analytics ensured that teams continually addressed the root causes of any dissatisfaction or performance dips. Throughout the partnership, VXI successfully competed alongside other BPOs to claim the top spot in voice and email.

Key takeaways for CX leaders:

Analytics reveals drivers:

Identifying the root cause of (dis)satisfaction is important as you scale.
Plan for underperforming agents:

Bottom-performers (e.g., for AHT, CSAT) need focused coaching.
Measure remediation results:

Positives (e.g., 14% CSAT, 48sec AHT improvements) need to be celebrated.
VXI thrives in multi-vendor settings:

Competition inspires continuous improvement and innovation.

CASE STUDY

Delivering 99% customer satisfaction for “one of the world’s most fascinating companies”

Key takeaways for CX leaders:

Analytics reveals drivers:

Plan for underperforming agents:

Measure remediation results:

VXI thrives in multi-vendor settings:

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