Levels optimize customer support and scale their operations with Otonomee
Levels enhanced their customer support and scaled their operations, effectively addressing challenges in weekend coverage and talent acquisition.
The Challenge: Struggling to maintain continuous customer support due to talent shortages and cost pressures in the US
Levels faced challenges in providing continuous customer support, particularly during weekends. The high cost of hiring and retaining specialized talent in the United States, combined with the long time-to-hire processes, added financial strain, which made it difficult for them to scale operations efficiently.
These challenges were impeding their mission to provide personalized experiences to their customers and the ability to meet their growing customer base. Levels needed a partner that could provide a solution that would not only address these gaps but also allow them to deliver high-quality support without breaking the bank.
The Solution: Improved service continuity with strategic, cost-effective, and scalable staffing models
To overcome their challenges, Levels partnered with Otonomee to implement a strategic and scalable staffing model that ensured continuous customer support without the high costs of hiring talent in the US. The partnership began in January 2023, starting with a 3-month pilot project.
At the outset, a force task was responsible for kickstarting the project by learning and embedding themselves in the critical structures of Levels CX operations and providing upscale support.
Then, by leveraging cost-effective talent solutions, with supporting services operated from Portugal, Otonomee enabled Levels to scale their operations smoothly and efficiently, all while maintaining the high level of service quality their customers expect. Otonomee's solution expanded service coverage, particularly on weekends, allowing Levels to meet increasing customer demand and providing the agility Levels needed to grow without sacrificing the consistency of their support.
Leveraging Portugal for strategic hiring and operational success
To meet the demands of Level’s scaling customer support while maintaining quality and agility, Otonomee implemented a strategic hiring approach by drawing on the talent pool in Portugal. Portugal offered the perfect blend of highly skilled professionals, cost-effective rates, and a high level of English proficiency, making it an ideal location for Levels' expanding operations. This decision provided Levels with access to a diverse, multilingual workforce, ensuring they had the right people in place to meet both current needs and future growth ambitions.
The Benefit: Improved customer support and operational efficiency
The partnership between Levels and Otonomee delivered significant benefits, marked by a substantial improvement in support and operational efficiency. Over the course of a three-month pilot, Otonomee successfully expanded Levels’ customer support team, extending support hours from 6 AM to midnight. This expansion allowed for an increase in overall coverage, all while maintaining an impressive 90% customer happiness score and an Average Handling Time (AHT) of under five minutes.
The use of an asynchronous communication method played a crucial role in keeping teams connected and engaged across time zones, fostering strong communication, and ensuring that feedback loops remained efficient and effective, further enhancing the overall success of the partnership.
Being the voice of the customer through to product development
The Otonomee and Levels partnership stands out as more than just typical customer support. In this collaboration, the customer support agents are responsible for amplifying the voice of the customer, directly shaping Level’s product development process. This unique approach bridges the gap between customer service and product innovation, ensuring every client interaction contributes to the continuous improvement of Levels’ products and services.
With this approach, Otonomee helps Levels stay ahead in the health tech space, proving that with the right agents and processes in place, unique challenges can be transformed into innovative solutions that drive Brand innovation.
