SendGrid #1
Project Overview:
SendGrid, a leading American tech company, has been at the forefront of transforming email communications for businesses worldwide for over 14 years and counting. Specialising in a wide array of services including transactional email, email deliverability, and comprehensive cloud infrastructure solutions, among others, they have established a reputation for their simple integration processes, robust SMTP relay, and effective whitelisting practices. To support their expansive service offerings, SendGrid embarked on a mission to create a scalable, multi-channel technical support team. This dedicated team, tailored to meet SendGrid’s specific business model, was designed to achieve key performance indicators (KPIs) while providing comprehensive coverage across all time zones, including night hours. The initiative ensured that clients receive timely and effective support, thereby enhancing customer satisfaction and loyalty. This strategic approach has not only solidified SendGrid#2’s position as a pioneer in the tech industry but also sustained its ongoing success and adaptability in a competitive market.
Project Challenges:
Comprehensive Technical Support: The client required a range of technical support services spanning from L1 to L3 levels. Ensuring expertise at each level and maintaining consistent quality across these tiers was a challenge.
Night Time Zone Coverage: The challenge involved providing customer support during the US night time zone.
Multi-Channel Support: The client needed to cover customer inquiries across various channels including email, chat, and telephone. Managing diverse communication platforms while maintaining uniform service quality was a challenge.
Scalability Demands: The need for rapid team scaling presented a challenge in terms of recruiting, training, and integrating new support members quickly without compromising service quality.
Self-Sustaining Support Team: Establishing a self-sustaining support team that includes quality assurance, training, team leadership, and operations management was a challenge in terms of building a cohesive unit capable of delivering consistent and effective support.
Managing Corporate Transitions: The client's journey from a startup to a corporate level, subsequent listing on the stock exchange, and ongoing acquisition by a multinational company posed a unique challenge in adapting support operations to the changing organizational landscape while maintaining quality customer service.
Achieving Key Performance Indicators (KPIs): Meeting KPIs such as Customer Satisfaction (CSAT) and Service Level Agreement (SLA) amidst diverse challenges required strategic planning and continuous monitoring.
Technical Solution:
A specialized team of 30+ members, spanning technical support agents from L1 to L3.
With dual shifts, our combined team ensures round-the-clock, 24/7 support coverage alongside the client's team.
Diverse Channel Assistance: Encompassing email, chat, and phone, we cater to customer inquiries through multiple avenues.
Adaptive Scalability: Our team has expanded from 2 to 30+ agents, demonstrating scalable growth.
Autonomous support team encompasses QA, training, leadership, and ops management, guaranteeing top-tier service delivery.
Results
Duration of the project: 13 years - ongoing
Scaling up demands: 100%
Multi-Channel Support: email, chat, and phone
Dedicated team: agents, QA, training, leadership, ops mgmt.
