Case Study: DramaFever achieves company-wide customer satisfaction goals with Nicereply

Bridge between the Cultures Customer Support at DramaFever

DramaFever, a New York–based video-on-demand subsidiary of Warner Bros. with about 100 employees, streams Asian dramas in English, Spanish and Portuguese. Facing 800–1,000 support cases a day and a diverse international audience, the team needed to scale quickly without losing the personal, culturally aware tone that defines their brand. Adding remote shifts and onboarding introduced new documentation and tooling challenges, and using multiple help-desk platforms made day-to-day work inefficient.

To address this, DramaFever standardized and documented processes for remote staff, expanded hiring to include part-time remote coverage for nights and weekends, and consolidated support onto Zendesk. They also formalized KPIs (first response, resolution time, one-touch tickets) and made customer satisfaction measurable company-wide using Nicereply in email signatures. The result: smoother agent workflows, consistent and empathetic customer interactions, better coverage and employee work–life balance, and clearer, actionable metrics that hold the whole company accountable.

DramaFever

Rachel Ferrara

Customer Support Manager