The Challenge : When Gigs scaled its platform globally, it faced two critical challenges

As Gigs enabled brands to launch wireless services in multiple regions, the company needed to provide consistent, localized customer care for Gigs’ end users, in real time and across multiple time zones. With growth came a surge in both B2B and B2C inquiries. Gigs required a partner capable of handling large ticket volumes efficiently, maintaining strict service standards, and allowing internal teams to focus on innovation and expansion.

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The Solution : End-to-end support coverage across channels and time zones

The Otonomee team delivers multilingual assistance, manages both enterprise and end-user queries, and ensures a seamless experience aligned with Gigs’ brand and service quality.

The Gigs–Otonomee partnership demonstrates how technology-driven businesses can scale customer experience without compromising service quality:

• Global coverage with a local touch: Multilingual, 24/7 support ensures inclusivity and responsiveness across markets.

• Operational excellence: A data-driven approach to SLAs and volume management keeps efficiency high and costs predictable.

For Gigs, this partnership represents more than outsourced support — it’s a strategic extension of their brand, helping the company deliver on its promise of seamless, reliable connectivity worldwide. Since the partnership began:

• 24/7 global support coverage ensures Gigs’ customers receive timely, multilingual assistance wherever they are.

• Consistently high SLA adherence with response times of one hour for emails and under two minutes for live chat, enhancing customer satisfaction.

• Operational efficiency gains allow Gigs to handle a growing number of customers without expanding internal headcount.

• Improved customer trust and loyalty, as users experience reliable, human-centred support that reflects Gigs’ commitment to quality.

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