Helping Customers Enjoy Augmented Reality

  • Client Profile:

    Industry: Augmented Reality
    Location: Finland
    Size: 11-50

  • Company Bio

    The client is a game developer and hardware manufacturer based in Finland. Their goal is to revolutionize how sports and games are combined to create fun and effective exercise.

Business Issues

Since the client sells augmented reality hardware directly to the consumers, they receive all kinds of inquiries from customers about the usability and any issues they may be having. Since the client is a startup, they did not have an internal customer team and it would be too costly to hire one in their local market. They asked Mindy Support to assist them in resolving this business problem.

  • 90% of calls were answered within

    20 seconds

  • The CSAT score was

    88%

  • All emails were answered within

    24 hours

Solutions Provided By Mindy Support

Mindy Support assembled a dedicated team of customer support representatives to answer customers’ inquiries via phone, email and live chat. Even though our team members already had a high level of English proficiency, we organized speaking clubs for them with the team lead who lived in the US for two years. We also provided them with the needed training and a knowledge base where they could quickly find answers to commonly asked questions.

Mindy Support is ISO 9001 certified. Our information security management system (ISMS) is built on the basis of ISO 27001:2013 international standards that helps organizations keep information assets secure.

We are committed to respecting all rights of the data subjects under the General Data Protection Regulation (GDPR) (EU) 2016/679. According to the Article 28 of the GDPR, the relationship between the controller and the processor are regulated by Data Processing Agreement, which we put in place with every Client.

Results Delivered to the Client

  • Launched customer support from scratch 

  • 90% of calls were answered within 20 seconds

  • The CSAT score was 88%

  • All emails were answered within 24 hours