Case Study: Iterable expands 24/7 weekend support with Boldr

Iterable expands support to 24/5 with Boldr

Iterable, a software company, needed to provide 24/7 technical support to its customers but faced a significant challenge covering the 48-hour weekend gap. Their existing global team could not efficiently staff these hours with the required high level of technical skill. To solve this, Iterable partnered with the outsourcing provider Boldr to ethically scale their support operations.

Boldr provided Iterable with a team of highly-skilled, full-time agents based in the Philippines to cover weekend shifts. This solution ensured consistent, quality support and allowed Iterable to backfill roles at a lower cost while ensuring Boldr team members received a fair, living wage. As a result, Iterable achieved its goal of offering 24/7 support, significantly improving the customer experience by moving away from a limited on-call system. The successful partnership with Boldr grew from three initial agents to five, demonstrating a scalable and values-aligned model for future growth.

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