In the booming world of Over-the-Top (OTT) platforms, exceptional customer support isn't just important it's imperative. STAGE, one of India’s fastest-growing OTT platforms, faced a significant challenge when a sudden influx of subscribers led to a flood of customer inquiries about cancellations, refunds and app performance. This growth revealed critical operational issues that required immediate attention.
When Subscriber Growth Overloaded STAGE’s Support Systems
With a surge in inbound calls, STAGE’s existing support systems faltered under pressure. Customers experienced frustrating delays in responses, increasing the risk of churn. Moreover, the lack of 24/7 support meant subscribers were left without assistance when they needed it most. It was clear: STAGE required a robust, scalable support partner, an ally that could rise to the occasion and preserve its customer-first ethos. That’s where Futwork came in.
Futwork Brought Structure, Scale and 24/7 Reliability to Support Operations
Futwork, a leading force in contact center solutions in India, stepped up to deliver a comprehensive, multilingual inbound call support system tailored specifically for STAGE’s needs.
1. Multilingual Trained Agents: We deployed a diverse team of skilled agents fluent in multiple Indian languages, ensuring that subscribers could communicate effectively and feel understood. This strategy dramatically improved the efficiency of resolving inquiries.
2. Integrated Systems: Our support team seamlessly integrated with STAGE’s internal tools, enhancing visibility and boosting first-contact resolution rates, delivering quick, accurate answers to customer questions.
3. Round-the-Clock Support: By introducing an advanced AI calling agent, we ensured customers received 24/7 assistance. No more waiting hours for help; support was available whenever subscribers needed it.
4. Process Optimization: Continuous monitoring and analytics empowered us to refine workflows, guaranteeing faster response times and unmatched accuracy in resolving customer queries.
Stronger Processes Delivered Faster Responses and Happier Customers
The partnership between STAGE and Futwork resulted in striking, quantifiable improvements:
- Handling Success: We efficiently managed over 30,000 calls daily, delivering high-quality service consistently.
- Low Abandonment Rates: With fewer than 1% of calls abandoned, even during peak times, customers felt valued and heard.
- Exceptional Customer Satisfaction: Our collaboration propelled Customer Satisfaction scores to an outstanding 99%, demonstrating our commitment to service excellence.
- Enhanced Efficiency: We achieved a remarkable 30% reduction in Average Handling Time, allowing agents to assist more customers effectively.
By combining human empathy with intelligent systems, Futwork has transformed STAGE’s support operations into a scalable, seamless and customer-centric machine.
Effortless Customer Experience and Scalable Customer Support Operations
At Futwork, we provide brands with the tools to communicate more effectively, efficiently and meaningfully with their customers. Our human-first, tech-enabled voice support empowers businesses across various industries, including e-commerce, OTT, fintech and logistics, to deliver exceptional customer experiences. From inbound to outbound and AI-driven calling, we help companies enhance their return on investment, strengthen customer relationships and scale communications with pinpoint precision.
Futwork’s Voice AI is Becoming the Fastest Way to Handle High-Volume Customer Queries
As we forge ahead, our focus is clear: we’re committed to developing
Voice AI solutions that automate high-volume customer interactions while preserving the warmth of human conversation. From efficiently handling post-purchase inquiries to optimizing return processes, Futwork’s voice intelligence is positioned to help brands like STAGE transform customer communication into a strategic advantage.
In today’s fast-paced digital landscape, outstanding customer support is not negotiable it's essential. Together, we will shape the future of customer support, one call at a time.
