Global SaaS Brand Adds 24/7 Multilingual Support in 14 Days
See how Pivot X delivered a multilingual support team in under 2 weeks for a global SaaS firm, dramatically improving churn and customer satisfaction.
88% - 98%
SLA improvement (30 days)
+22%
Support CSAT (60 days)
3x improvement
Tickets Resolved/Day
The Client:
A fast-scaling SaaS startup serving 200,000+ users worldwide was drowning in support tickets, especially in non-English markets. Their churn rates were creeping up, and user satisfaction was slipping. They needed multilingual agents, 24/7 coverage, and tighter SLA adherence—fast.
The Challenge:
- High churn due to delayed support in Spanish, French, and German
- No internal team capable of building a global support function
- Needed 12 agents up and running in 2 weeks to avoid missing renewal cycles
Pivot X Solution:
- Built a support ops playbook from scratch with tiered response system, 24/7 shifts, and KPI mapping
- Hired and onboarded 12 native-speaking agents in Spanish, French, German, and English in 12 days
- Deployed QA benchmarks and weekly performance dashboards to monitor service quality
Results:
- SLA improvement: 88% to 98% within 30 days
- Support CSAT: +22% within 60 days
- Tickets Resolved/Day: 3x improvement
- Avg. Resolution Time: Down 51%
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