Multi-Channel Support

Written By Srishty .

The Challenge

Support operations were constrained to a single channel—email. As volume increased, response times lagged, visibility dropped, and customers were underserved. There was no infrastructure in place to scale or diversify support.

What We Did

  • Evaluated and selected the right vendors and tooling to support multi-channel support (chat, email, phone)

  • Designed a global contact strategy and operational support model

  • Hired and trained teams across regions and implemented a tiered leadership structure (TLs, SMEs, Managers)

  • Worked with engineering to implement a CRM-based system with automated routing and reporting

The Outcome

Support team scaled from 6 to 500+ agents, resolution time decreased by 45%, and the company became the sole preferred vendor across all global programs.

Srishty .
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