Case StudySaaS Company Scales Global Support Operations
CloudFlow Solutions, a rapidly growing SaaS platform, needed to provide 24/7 support to customers across 15+ countries and time zones. Their support team was struggling to handle the increasing volume of onboarding questions, billing inquiries, and technical issues in multiple languages.
The Challenge
Support requests in 15+ different languages
Complex onboarding process causing customer confusion
Billing and subscription questions requiring immediate attention
Need for 24/7 coverage across global time zones
Scaling support team costs becoming unsustainable
The Omniduck Solution
CloudFlow implemented Omniduck's multilingual AI platform to provide instant support in 15+ languages. The AI was trained on their product documentation, billing systems, and onboarding processes to handle the majority of customer inquiries automatically.
Native support for 15+ languages with cultural context
Integration with billing and subscription management systems
Automated onboarding assistance and guided tutorials
Smart routing based on query complexity and language
Real-time translation for human agent escalations
The Results
Languages supported simultaneously
Faster ticket resolution
Global coverage with AI
First-contact resolution rate
Reduction in support costs
Customer satisfaction across all regions
"Omniduck enabled us to provide world-class support to our global customer base without the massive overhead of hiring support teams in every region. The AI handles complex billing questions and onboarding in perfect native languages, and our customers love the instant, accurate responses."
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