Case Studies
Following a viral product launch, CryptoFlow experienced a 10x surge in registered users over 90 days. Their existing 8-person in-house team was completely overwhelmed. Withdrawal approval times hit 48 hours, KYC verification queues stretched to 72+ hours, and trust-and-safety incidents went unresolved for days. Negative reviews were spreading across social media, and the retention rate dropped 18% in a single month. The exchange needed a battle-tested operations partner—fast.
In week one, our team conducted a full operational audit: ticket categories, SLA benchmarks, escalation paths, and tooling. We identified three critical bottleneck types—KYC verification, withdrawal disputes, and security inquiries—and designed a tiered L1–L3 escalation playbook customized to CryptoFlow’s product.
Within three weeks, we deployed 40 pre-vetted agents across two time zones to ensure 24/7 coverage. Agents received a 5-day intensive training on CryptoFlow’s platform, compliance requirements, and escalation protocols. A dedicated Team Lead was embedded with direct access to CryptoFlow’s engineering and compliance teams.
We implemented a priority-triage system to immediately address the 14,000-ticket backlog. High-urgency withdrawal and security cases were resolved first using dedicated fast-lanes. Within 10 days, the entire backlog was cleared and average first-response time dropped from 48 hours to under 6 minutes.
Monthly QA cycles, weekly CSAT reviews, and a live performance dashboard gave CryptoFlow full visibility into operations. We introduced automated macro responses for the top 30 ticket types, reducing handle time by 40%. CSAT reached 98.3% by month 4 and has been maintained since.
What started as a triage engagement became a long-term operational partnership. CryptoFlow now processes over 12,000 tickets per month with an SLA compliance rate of 99.7%. Churn attributable to poor support dropped by 34% within 60 days. The exchange was able to launch in 4 additional markets within 6 months, relying on our multi-lingual team to provide day-one native language support.
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