A leading wearables health tech company elevates CX to match premium brand experience

The Challenge: Aligning Premium Customer Support with Global Expansion and Introducing a New Subscription Model 

A leading wearables health tech company experienced rapid growth and faced new challenges as they prepared for global expansion with plans that included launching a new subscription model and a next-generation product, while also fending off increased competition in the market. With these changes, they identified a critical gap: their customer support service was not fully aligned with their premium brand image.  

They feared that without a premium customer service experience, the introduction of the new subscription model would face significant resistance from their customers. Knowing they needed to transform their customer support operations and find a partner that could deliver the high-quality, premium, personalized service their brand demanded, they chose Otonomee to help scale their premium support model for customers across the US and Europe. 

The Solution: Rapid Team Mobilization, Universal Agents, and a Scalable Premium Support Model for Global Success 

Otonomee swiftly mobilized to meet the client’s needs, recruiting and training over 60 agents within just three months. By blending the remote teams across Ireland, Portugal, and Florida in the US, Otonomee ensured access to key skills, languages, and a cost-effective solution.  

Previously, their support was divided into two separate specialist teams handling Tech Support and Customer Support. A major innovation introduced by Otonomee was streamlining their operations with the introduction and training of “universal agents” who could effectively handle both customer experience (CX) and technical support. This approach, where one agent can resolve more than one type of issue, significantly improved coverage and productivity while maintaining a high standard of service. 

Additionally, Otonomee took ownership of the client’s social media support, monitoring and responding to customer concerns in public forums, such as Reddit and X, with the aim of reducing escalations. Language-specific teams were also introduced, ensuring that customers received support in their native languages.  

To achieve this, a robust two-week training and nesting program was implemented, with Otonomee quickly taking over training responsibilities, freeing their internal team and resources for critical projects such as new product launches. 

To ensure scalability without sacrificing quality, Otonomee built out robust quality assurance, workforce management, and training teams. These structures that Otonomee put in place, enabled the client to efficiently scale its support operations while upholding the premium customer experience that defines their brand. 

The Benefit: Enhanced Customer Experience, Improved KPIs, and Streamlined Operations 

Otonomee's approach resulted in an immediate improvement across key performance indicators (KPIs), including faster response and resolution times, improved customer satisfaction scores (CSAT), and a reduction in public escalations on social media. 

Additionally, fifteen of the original agents were quickly promoted to Tier 2 roles, where they contributed to establishing a knowledge base, managing executive and partner escalations, and performing deep troubleshooting for complex customer issues. These Tier 2 agents then laid the foundation and further strengthened the continued growth of the support operations. 

Furthermore, Otonomee’s solution reduced the internal demands on the client’s team, allowing them to free internal resources so that they could continue to grow by focusing on innovation of new products and features, and expansion into new markets. With this newly streamlined support infrastructure, this leading wearables company was well-prepared for its continued global growth, and future phases include establishing teams to support their expanding enterprise channel, retail partners, and healthcare and health insurance partners.