Case Study: Tractive expands global customer support with Boldr

Tractive scales 24/7 multilingual support with Boldr, cutting chat response to 30 seconds

Tractive, a manufacturer of GPS pet tracking devices, sought to expand its global operations and customer base. To achieve this growth, they needed to supplement their internal team with diverse, multilingual customer support. They partnered with Boldr to outsource these key functions using the Zendesk CRM platform.

Boldr implemented a solution providing 24/7 multilingual email and chat support. The team grew from 6 to 24 members, who handle inquiries in English, Italian, Spanish, French, and German. Boldr exceeded all performance targets, achieving a first response time of 30-35 seconds for chats and consistently beating the 24-hour goal for email resolution. This partnership allowed Tractive's internal team to focus on strategic growth and even transition to a four-day work week.

Tractive