Customer Service & Experience
Customer Service & Experience
An end-to-end user experience that is designed to delight
We are more than just outsourced customer service - we are a true partner to you, combining data driven processes, proprietary dashboards, and consultative management to drive strategic operational insight into your businesses and improve your customer service KPIs across the board. In turn, our client partners find considerable increased bandwidth to focus their higher level strategy and initiatives.
We deliver a dedicated 24x7x365 team that is unmatched. Starting at the top with former management consultants overseeing your account, we also provide a dedicated team lead who acts as your CX eyes and ears. Our agents become brand experts and evangelists - their sole role is knowing your company inside and out.
DELIVERY YOU CAN TRUST AND EXPECT
CHANNELS WE SUPPORT
CASE STUDY - Omnichannel Retail
We helped a UK-based tire company save $200k/year
The client is one of the well-known online tire retailers in the UK. The company was having a difficult time keeping up with the demands of its customers and needed better customer service and support, which is where Atidiv stepped in.
We set up a 5 member team led by a quality assurance head, team supervisor and account manager from top consulting firms in order to establish a process that served clients effectively. We leveraged our proprietary data tools to create a performance dashboard that tracked the status of all live campaigns. In under 2 years, we scaled the team size to 20+ moderators for handling operations and client communication across voice, chat, and email. The company is now saving $500K+ annually on top of handling 230K+ tickets per year, with 50% lower handle time & 25% uptick in NPS.
Our 100% SLA compliance, 99%+ accuracy rate, pro-active performance management has made us their top vendor, achieving an impressive 4.4/5 star rating throughout the duration of our engagement.
CASE STUDY - Subscription e-commerce
We help Home Chef handle ~80K tickets annually at 99.99%+ accuracy
Home Chef is a $500M+ meal kit and food delivery business in the US with 500K+ active customers. They receive a large volume of email queries from customers. As a subscription-based business, customer retention was essential for the company’s long-term growth. However, the sheer volume and time-critical nature of the queries required a 24-hour turnaround time.
We built a comprehensive rule-based system to offer templatized responses to 8 different queries. Our team currently handles ~80K tickets annually and has an accuracy rate of more than 99.99%.
Case Studies
CASE STUDY - UK BASED ONLINE TIRE RETAILER
#1 Omnichannel Retail
We helped a UK-based tire company save $200k/year
The client is one of the well-known online tire retailers in the UK. The company was having a difficult time keeping up with the demands of its customers and needed better customer service and support, which is where Atidiv stepped in.
We set up a 5 member team led by a quality assurance head, team supervisor and account manager from top consulting firms in order to establish a process that served clients effectively. We leveraged our proprietary data tools to create a performance dashboard that tracked the status of all live campaigns. In under 2 years, we scaled the team size to 20+ moderators for handling operations and client communication across voice, chat, and email. The company is now saving $500K+ annually on top of handling 230K+ tickets per year, with 50% lower handle time & 25% uptick in NPS.
Our 100% SLA compliance, 99%+ accuracy rate, pro-active performance management has made us their top vendor, achieving an impressive 4.4/5 star rating throughout the duration of our engagement.
CASE STUDY - FOOD DELIVERY BUSINESS
#3 Subscription e-commerce
We help Home Chef handle ~80K tickets annually at 99.99%+ accuracy
Home Chef is a $500M+ meal kit and food delivery business in the US with 500K+ active customers. They receive a large volume of email queries from customers. As a subscription-based business, customer retention was essential for the company’s long-term growth. However, the sheer volume and time-critical nature of the queries required a 24-hour turnaround time.
We built a comprehensive rule-based system to offer templatized responses to 8 different queries. Our team currently handles ~80K tickets annually and has an accuracy rate of more than 99.99%.
Digital Media Operations
Digital Media Operations
Comprehensive Media solutions that accelerate your business growth
Demand for creative execution across mature and new advertisement channels is exploding, leaving many media buyers scrambling for sufficient resources to optimally plan, execute, analyze, and report on their strategy and results. That’s where Atidiv comes in as your dedicated partner: we make running effective marketing campaigns easier by providing a one-stop solution for any and all of your marketing needs. With a performance mindset at its core, our digital media offering is designed to make you more effective where it matters – collaborating with your clients.
Spanning media campaign optimization, advertisement operations, creative execution, data analytics, and strategy, we’re committed to helping our clients drive higher ROI, improve their bottom line, and accelerate their business.
SERVICES WE OFFER
CASE STUDY - Digital Media platform
We help a prominent US-based media-buying platform company save ~$800K annually
Our client is a leading US-based media buying platform with 1000+ employees, generating an annual revenue of $500M+ with presence across 10+ US cities. Their media services team needed help with optimizing and executing campaigns, as well as conducting quality audits and reporting campaign performance across platforms.
Our dedicated 10+ member team provides 18+ hours of daily support to the clients’ ad operations and social team on campaign auditing and trafficking. They handle 10,000+ campaigns annually, resulting in annual savings of ~$800K+ for the client.
CASE STUDY - Social Media Marketing
We help a prominent NY-based social media marketing company save $300K annually
Our client is a leading New York City-based social media buying platform with 200+ employees. Although error-free ad uploading was essential to their business, they struggled with minimizing human error.
We provide 7-days a week support to the team by auditing the quality of campaign creatives, targeting parameters across multiple social media platforms, and creating weekly/monthly performance reports for their business. We handle 5000+ campaigns for them per year, reducing ~4000 errors across campaign parameters that result in annual savings of $300K for the company.
CASE STUDY - Premium Retail
We help manage $125M social media ad-spend for a $1B+ LA-based fashion retailer
Our client is a leading LA-based fashion retailer that houses 4 key brands with an annual media spend of ~$125M across leading social media platforms. For a leading fashion house, being constantly active on social media was a necessity, but managing campaigns on weekends and dealing with time-consuming daily digital marketing routines was a hassle.
We staffed an extended team which aids and supports the in-house social media team. Further, we automate and support ad uploading and campaign optimization. We handle 1000+ campaigns for our client and achieve a ~10% reduction in weekend CPAs.
Case Studies
CASE STUDY - USA BASED MEDIA BUYING PLATFORM
#1 Digital Media platform
We help a prominent US-based media-buying platform company save ~$800K annually
Our client is a leading US-based media buying platform with 1000+ employees, generating an annual revenue of $500M+ with presence across 10+ US cities. Their media services team needed help with optimizing and executing campaigns, as well as conducting quality audits and reporting campaign performance across platforms.
Our dedicated 10+ member team provides 18+ hours of daily support to the clients’ ad operations and social team on campaign auditing and trafficking. They handle 10,000+ campaigns annually, resulting in annual savings of ~$800K+ for the client.
CASE STUDY - NY BASED SOCIAL MEDIA MARKETING COMPANY
#2 Social Media Marketing
We help a prominent NY-based social media marketing company save $300K annually
Our client is a leading New York City-based social media buying platform with 200+ employees. Although error-free ad uploading was essential to their business, they struggled with minimizing human error.
We provide 7-days a week support to the team by auditing the quality of campaign creatives, targeting parameters across multiple social media platforms, and creating weekly/monthly performance reports for their business. We handle 5000+ campaigns for them per year, reducing ~4000 errors across campaign parameters that result in annual savings of $300K for the company.
CASE STUDY - LA BASED FASHION RETAILER
#3 Premium Retail
We help manage $125M social media ad-spend for a $1B+ LA-based fashion retailer
Our client is a leading LA-based fashion retailer that houses 4 key brands with an annual media spend of ~$125M across leading social media platforms. For a leading fashion house, being constantly active on social media was a necessity, but managing campaigns on weekends and dealing with time-consuming daily digital marketing routines was a hassle.
We staffed an extended team which aids and supports the in-house social media team. Further, we automate and support ad uploading and campaign optimization. We handle 1000+ campaigns for our client and achieve a ~10% reduction in weekend CPAs.
Data Visualization and Analytics
Data Visualization and Analytics
Unlock the true potential of your business with a full-stack Dashboard solution
Data is a compelling story-teller if you know how to interpret it, and that is where we step in. Atidiv’s cutting-edge data toolkits help companies process and distill vast swathes of data collected across multiple channels. Our proprietary connectors & analytics expertise help organizations set up end-to-end BI platforms including data pipeline, warehouse and dashboards in a very short time.
Specifically for B2C/D2C growth startups where fast, data-driven decision making is critical, we offer a comprehensive “Dashboard” solution with pre-populated graphs, which are designed to plug and play within days. These dashboards are fully customizable, and integrate easily with your existing systems to produce quick, sharp, and actionable insights that power successful business outcomes. We fuse our domain expertise along with data capabilities to provide you with the right tools so that you can make data backed decisions and save time and resources in BI planning.
SERVICES WE OFFER
CASE STUDY
We designed a custom performance monitoring toolkit for an insurance marketplace and saved them $2M in the process
Our client is a $400M+ eHealth insurance aggregator that has been an industry pioneer since 2001. Their legacy systems led to siloed and broken performance reporting which created multiple inconsistencies in billing, payroll, commissions, and analytics.
We built a custom solution which connected previously separated datasets through secure web applications. These validated key metrics and automatically generated ~200 reports daily for 65+ stakeholders. This helped the company realize savings of ~$2-3M due to increased accuracy in revenue recognition. Employee experience was also optimized as automated and accurate payroll and commissions allowed for a 24-hour update cycle as opposed to the previous 168 hours.
CASE STUDY - HOMECHEF
We helped Home Chef save over $2.8M annually by predicting user churn rate
Home Chef is a $500M+ meal kit and food delivery business in the US with 500K+ active customers. As a subscription business, customer retention was critical for sustained growth, and the company sought to recognize users who were likely to churn at the end of every week.
Using predictive modeling, we were able to project the likelihood of churn for every user by using their prior purchases, historical behavior, ratings and reviews, thus ensuring potential savings of $2-3M every year through improved customer retention.
CASE STUDY - SKIN LAUNDRY
Our team helped Skin Laundry save $300K annually by automating BI reporting
Skin Laundry is a beauty & wellness business with 23 treatment clinics across 3 geographies, producing 20+ beauty product SKUs. The laser facial skin-clinic business, with 150K+ customers, wanted to automate the manual process of integrating data from multiple sources to build out accurate daily, weekly and monthly performance reporting.
We iteratively defined KPIs, and built out a production system to automate emails with summary metrics from the client’s ERP system, emails, and internal sheets. This helped the company save over 500+ hours of staff effort every year, thus saving the company around $300K annually.
Case Studies
CASE STUDY
#1
We designed a custom performance monitoring toolkit for an insurance marketplace and saved them $2M in the process
Our client is a $400M+ eHealth insurance aggregator that has been an industry pioneer since 2001. Their legacy systems led to siloed and broken performance reporting which created multiple inconsistencies in billing, payroll, commissions, and analytics.
We built a custom solution which connected previously separated datasets through secure web applications. These validated key metrics and automatically generated ~200 reports daily for 65+ stakeholders. This helped the company realize savings of ~$2-3M due to increased accuracy in revenue recognition. Employee experience was also optimized as automated and accurate payroll and commissions allowed for a 24-hour update cycle as opposed to the previous 168 hours.
CASE STUDY - HOMECHEF
#2 HOMECHEF
We helped Home Chef save over $2.8M annually by predicting user churn rate
Home Chef is a $500M+ meal kit and food delivery business in the US with 500K+ active customers. As a subscription business, customer retention was critical for sustained growth, and the company sought to recognize users who were likely to churn at the end of every week.
Using predictive modeling, we were able to project the likelihood of churn for every user by using their prior purchases, historical behavior, ratings and reviews, thus ensuring potential savings of $2-3M every year through improved customer retention.
CASE STUDY - SKIN LAUNDRY
#3 SKIN LAUNDRY
Our team helped Skin Laundry save $300K annually by automating BI reporting
Skin Laundry is a beauty & wellness business with 23 treatment clinics across 3 geographies, producing 20+ beauty product SKUs. The laser facial skin-clinic business, with 150K+ customers, wanted to automate the manual process of integrating data from multiple sources to build out accurate daily, weekly and monthly performance reporting.
We iteratively defined KPIs, and built out a production system to automate emails with summary metrics from the client’s ERP system, emails, and internal sheets. This helped the company save over 500+ hours of staff effort every year, thus saving the company around $300K annually.
Content Management
Content Management
Complete content moderation services that safeguard your brand.
Brand credibility plays a pivotal role in building and growing businesses. With vast volumes of data being uploaded to the internet everyday, diligent moderation of online information has become an indispensable part of building a good brand reputation. Atidiv’s content moderation services safeguard your business through rigorous sanitization of digital spaces. We empower our clients to shape the narrative around their brand through removal of offensive or damaging content across all platforms and mediums cost-effectively. Leveraging our tech and process expertise, we provide end-to-end content management comprising automated reporting, performance monitoring and data processing. Atidiv is committed to helping companies build brand trust and nurturing communities while ensuring a quality user experience for their customers. Our expertise across all mediums (text, video, audio, images) makes us fully equipped to service all our customer needs.
SERVICES WE OFFER
Subscription e-commerce
Our team helped a $3B+ US-based crowd-sourcing platform save $25M annually
One of our clients, an online US-based aggregator of businesses in 30+ countries, needed verification and moderation of listings in 11 different languages. The company had six different queue processing guidelines rooted in a very specific cultural context.
We set up a 350+-member team with divisions for training, auditing, and escalation for sensitive listings, while creating comprehensive workflows and processes. We were able to process 30M+ listings over 7 years till date, and our optimized processes deliver savings of $25M annually.
Case Studies
CASE STUDY - USA BASED LISTING PLATFORM
Subscription e-commerce
Our team helped a $3B+ US-based crowd-sourcing platform save $25M annually
One of our clients, an online US-based aggregator of businesses in 30+ countries, needed verification and moderation of listings in 11 different languages. The company had six different queue processing guidelines rooted in a very specific cultural context.
We set up a 350+-member team with divisions for training, auditing, and escalation for sensitive listings, while creating comprehensive workflows and processes. We were able to process 30M+ listings over 7 years till date, and our optimized processes deliver savings of $25M annually.