FEATURED CASE STUDIES
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Our team in Sofia, Bulgaria has a long history of helping leading European and global businesses differentiate through a quality customer experience.
Below is a collection of case studies that highlight some of the best work being performed by our Sofia team.
Complicated Customer Issues Made Simple With Expert Multilingual Associates
Come tax time, financial firms can count on an increase in call volume and issue complexity. Learn how we helped a leading Fortune 500 financial services company handle the influx by recruiting and training expert, multilingual associates within two months.
An Innovative Partnership Increases Sales and Drives Customer Loyalty
Two of our clients, a leading general insurance company and the largest Bulgarian telecommunications provider, teamed up to improve customer growth and retention. We helped the clients create three unique customer support channels, which helped our general insurance client increase sales for its different products, and our telecommunications client improve customer satisfaction through updated customer information.
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Technology Manufacturer Leverages Customer Experience to Drive Efficiencies
Our client, a leading technology manufacturer, lacked consistency in its care operations. With 14 different customer care vendors, operating in more than 20 locations, the company was unable to guarantee optimal service across the board. We worked closely with our client to launch a single technical support hub in Belfast, Northern Ireland, which currently supports our client’s EMEA customers in 17 languages.
Delivering an End-to-End Customer Service Solution
Our client, a U.S.-based money wire company, was looking to expand its European footprint. But first, it needed a partner that could help it support its customers in all major European languages, while bridging any cultural gaps. We helped the client establish a central service hub capable of supporting 10 major languages, resulting in a consistent and culturally relevant experience.