Case Study

How we helped QuadPay Support Over 4 Million Users and Achieve a 9-Figure Exit

How we helped QuadPay Support Over 4 Million Users and Achieve a 9-Figure Exit

How we helped QuadPay Support Over 4 Million Users and Achieve a 9-Figure Exit

Case Study

How we helped QuadPay Support Over 4 Million Users and Achieve a 9-Figure Exit

The Challenge

Scaling From Thousands to Millions Of Customers

When QuadPay found its product-market fit, the company rapidly scaled from 10,000 to 1 million. The company needed a robust system to manage the burgeoning customer base and free up the COO and head of finance from answering questions

Solution

Implementing Zendesk for Efficient Customer Support

With Zendesk, a significant portion of customer inquiries was automatically resolved through intelligent response systems, reducing the need for direct human intervention. This contributed significantly to reducing overall support costs while maintaining high levels of customer satisfaction.

Client Results

90%+ of conversations were resolved in <4 hours

From 3,000 to an 300,000 monthly inbound communications

80% ticket deflection rate

The Challenge

Scaling From Thousands to Millions Of Customers

When QuadPay found its product-market fit, the company rapidly scaled from 10,000 to 1 million. The company needed a robust system to manage the burgeoning customer base and free up the COO and head of finance from answering questions

Solution

Implementing Zendesk for Efficient Customer Support

With Zendesk, a significant portion of customer inquiries was automatically resolved through intelligent response systems, reducing the need for direct human intervention. This contributed significantly to reducing overall support costs while maintaining high levels of customer satisfaction.

Client Results

90%+ of conversations were resolved in <4 hours

From 3,000 to an 300,000 monthly inbound communications

80% ticket deflection rate

Good customer support fuels sustainable profit growth

Good customer support fuels sustainable profit growth

Good customer support fuels sustainable profit growth

25% to 95%

25% to 95%

25% to 95%

Increase in profits by increasing retention

Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company)

Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company)

Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company)

38%

38%

38%

More customer referrals

Consumers who rate a company’s service as “good” are 38% more likely to recommend that company. (Qualtrics XM Institute)

Consumers who rate a company’s service as “good” are 38% more likely to refer that company. (Qualtrics XM Institute)

Consumers who rate a company’s service as “good” are 38% more likely to refer that company. (Qualtrics XM Institute)

500% to 2,500%

500% to 2,500%

500% to 2,500%

Cheaper to retain existing customers (Invesp)

Cheaper to retain customers (Invesp)

Cheaper to retain customers (Invesp)

89% of consumers are more likely to make another purchase after a positive customer service experience. (Salesforce Research)

89% of consumers are more likely to make another purchase after positive customer service. (Salesforce Research)

89% of consumers are more likely to make another purchase after positive customer service. (Salesforce Research)

25% to 95%

Increase in profits by increasing retention

Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company)

38%

More customer referrals

Consumers who rate a company’s service as “good” are 38% more likely to refer that company. (Qualtrics XM Institute)

500% to 2,500%

Cheaper to retain customers (Invesp)

89% of consumers are more likely to make another purchase after positive customer service. (Salesforce Research)

Many SaaS businesses struggle to maintain strong customer satisfaction as they scale rapidly

Many SaaS businesses struggle to maintain strong customer satisfaction as they scale rapidly

Overwhelmed support teams, frustrated customers and low response times leads to more churn, bad reviews, and decreased customer lifetime value.

Many SaaS businesses struggle to maintain strong customer satisfaction as they scale rapidly

Overwhelmed support teams, frustrated customers and low response times leads to more churn, bad reviews, and decreased customer lifetime value.

More cancellations and churn

Messages from your customers go unanswered and pile up leading to upset customers and increased cancellations and churn.

More cancellations and churn

Messages from your customers go unanswered and pile up leading to upset customers and increased cancellations and churn.

More cancellations and churn

Messages from your customers go unanswered and pile up leading to upset customers and increased cancellations and churn.

More time spent on support

Reactive support approach puts your business on the defensive resolving bad customer service complaints instead of focusing on your business.

More time spent on support

Reactive support approach puts your business on the defensive resolving bad customer service complaints instead of focusing on your business.

More time spent on support

Reactive support approach puts your business on the defensive resolving bad customer service complaints instead of focusing on your business.

Need to hire more agents

It’s hard to maintain high-quality support as your customer base grows without hiring more employees to manage customer support.

Need to hire more agents

It’s hard to maintain high-quality support as your customer base grows without hiring more employees to manage customer support.

Need to hire more agents

It’s hard to maintain high-quality support as your customer base grows without hiring more employees to manage customer support.

More cancellations and churn

Messages from your customers go unanswered and pile up leading to upset customers and increased cancellations and churn.

More time spent on support

Reactive support approach puts your business on the defensive resolving bad customer service complaints instead of focusing on your business.

Need to hire more agents

It’s hard to maintain high-quality support as your customer base grows without hiring more employees to manage customer support.

The Solution

We make it possible to clean up your current backlog with our exclusive approach

We make it possible to clean up your current backlog with our exclusive approach

We make it possible to clean up your current backlog with our exclusive approach

We implement CRM automations and our battle-tested ticket deflection practices to help you settle your backlog and deliver the best possible customer support experience.

The Solution

We make it possible to clean up your current backlog with our exclusive approach

We implement CRM automations and our battle-tested ticket deflection practices to help you settle your backlog and deliver the best possible customer support experience.

Get a custom CRM implementation with our robust systems and processes

Easily integrate our system with your existing platforms

Use customer support as a sales channel with promoter-led growth strategies

Get a custom CRM implementation with our robust systems and processes

Easily integrate our system with your existing platforms

Use customer support as a sales channel with promoter-led growth strategies

Prevent up to 80% of tickets with automations and ticket deflections

Ensure consistent user experience with agent and team-level performance reports and metrics

Increase your customer LTV with improved customer satisfaction levels

Increase your customer LTV with improved customer satisfaction levels

Completely resolve your support ticket backlog

Prevent up to 80% of tickets with automations and ticket deflections

Ensure consistent user experience with agent and team-level performance reports and metrics

Increase your customer LTV with improved customer satisfaction levels

Completely resolve your support ticket backlog

Testimonials

Hear how we improved customer support from the people we've helped

Hear how we improved customer support from the people we've helped

Hear how we improved customer support from the people we've helped

Testimonials

Hear how we improved customer support from the people we've helped

CX expertly managed our complex data to enhance our operations and customer service. CX's tireless work ethic and refusal to accept failure have significantly boosted our team's performance and customer satisfaction.

Kathy W

OtterBox

CX was instrumental in scaling QuadPay's support to field thousands of inbound requests while delivering excellent experiences for our customers.

Brad L, Co-Founder

QuadPay

CX is amazing.

Jeremy E, VP Marketing,

Magic

CX expertly managed our complex data to enhance our operations and customer service. CX's tireless work ethic and refusal to accept failure have significantly boosted our team's performance and customer satisfaction.

Kathy W

OtterBox

CX was instrumental in scaling QuadPay's support to field thousands of inbound requests while delivering excellent experiences for our customers.

Brad L, Co-Founder

QuadPay

CX is amazing.

Jeremy E, VP Marketing,

Magic

Here's our process

Here's our process

Here's our process

Step 1

Understanding Your Goals

We understand all aspects of how we can help your business meet their customer experience goals.



Step 2

Building Your Systems

We build a custom dashboard for request tracking and communication and implement the necessary systems, processes and methods.


Step 3

Ongoing Optimization

We deliver weekly reports summarizing performance and highlighting any concerns that need to be addressed and do regular check-ins to assess status and forecast future needs.

Step 1

Understanding Your Goals

We understand all aspects of how we can help your business meet their customer experience goals.



Step 2

Building Your Systems

We build a custom dashboard for request tracking and communication and implement the necessary systems, processes and methods.


Step 3

Ongoing Optimization

We deliver weekly reports summarizing performance and highlighting any concerns that need to be addressed and do regular check-ins to assess status and forecast future needs.

Step 1

Understanding Your Goals

We understand all aspects of how we can help your business meet their customer experience goals.



Step 2

Building Your Systems

We build a custom dashboard for request tracking and communication and implement the necessary systems, processes and methods.


Step 3

Ongoing Optimization

We deliver weekly reports summarizing performance and highlighting any concerns that need to be addressed and do regular check-ins to assess status and forecast future needs.

Step 1

Understanding Your Goals

We understand all aspects of how we can help your business meet their customer experience goals.



Step 2

Building Your Systems

We build a custom dashboard for request tracking and communication and implement the necessary systems, processes and methods.


Step 3

Ongoing Optimization

We deliver weekly reports summarizing performance and highlighting any concerns that need to be addressed and do regular check-ins to assess status and forecast future needs.

What can you expect working with us?

What can you expect working with us?

What can you expect working with us?

Expertise from 15 years scaling businesses across multiple industries

Effortless implementation into existing systems

Ongoing monitoring, analysis, and evolution of solutions for maximum value

What can you expect working with us?

Expertise from 15 years scaling businesses across multiple industries

Effortless implementation into existing systems

Ongoing monitoring, analysis, and evolution of solutions for maximum value

“How do I know it will work?”

We’ve spent 15 years scaling companies across multiple, completely different industries  (consumer B2C, consumer crypt/fintech, B2B/B2C crypto/fintech, B2B supply chain, and more). We use a repeatable framework that has worked across industries and sizes.

“What if I don’t feel comfortable using AI?”

While some current AI solutions can be helpful for your team, we we’ve been scaling businesses with automation for a decade before the current AI craze. We can help you automate with or without AI.

“What if need help immediately?”

The support world is plagued by the detrimental beliefs that ramping up a team takes 30, 60, or even 90 days. Our expectations are much higher. We’ve created processes to "come in hot" and make an impact on your customer experience in days, not months

“What if I don't have time to train you”

No worries. We find whatever we need; with access to your internal communication tool or knowledge base to help us answer questions that come up.

“How do I know it will work?”

We’ve spent 15 years scaling companies across multiple, completely different industries  (consumer B2C, consumer crypt/fintech, B2B/B2C crypto/fintech, B2B supply chain, and more). We use a repeatable framework that has worked across industries and sizes.

“What if I don’t feel comfortable using AI?”

While some current AI solutions can be helpful for your team, we we’ve been scaling businesses with automation for a decade before the current AI craze. We can help you automate with or without AI.

“What if need help immediately?”

The support world is plagued by the detrimental beliefs that ramping up a team takes 30, 60, or even 90 days. Our expectations are much higher. We’ve created processes to "come in hot" and make an impact on your customer experience in days, not months

“What if I don't have time to train you”

No worries. We find whatever we need; with access to your internal communication tool or knowledge base to help us answer questions that come up.

Book your chat with us to get started - or send us a message

Deliver a top-tier customer experience for your expanded customer base without massive costs.

Deliver a top-tier customer experience for your expanded customer base without massive costs.

Deliver a top-tier customer experience for your expanded customer base without massive costs.

We'll implement customer support systems and processes that easily integrate into your current systems and are tailored for rapid customer base growth.

Book your chat with us to get started - or send us a message

Deliver a top-tier customer experience for your expanded customer base without massive costs.

We'll implement customer support systems and processes that easily integrate into your current systems and are tailored for rapid customer base growth.