The entertainment company helps brands share epic experiences - like backstage passes or new night clubs - with millennials through a members only event marketplace. The challenge? Extreme changes in seasonal demand (not even including the volatility in demand after COVID). The BPOs the company had worked with couldn't support the desired brand experience, or meet the team's need for flexibility.
Invisible contributes to a world-class customer support experience while providing the client an extreme surge capacity.
Invisible's team includes 25 FTEs with surge capacity to reach 90 in busy seasons with just 3 weeks notice. Invisible manages inbound calls, emails, and chats with a level of quality nearly indistinguishable from the internal team.
Invisible enables the client to quickly scale customer support processes up or down to match this volatile market's demand and has become the go-to partner for ensuring operational capacity matches market opportunity. Here are at least two other uses.
Invisible can manage inboxes, call centers, and social media channels to support a world-class client experience.