Case Study: Levels achieves 7-day customer support coverage with Otonomee

Levels maintains 90% customer happiness with Otonomee

Levels, a health tech company, was struggling to maintain continuous and cost-effective customer support for its growing user base. Facing talent shortages and high operational costs in the US, they partnered with the vendor Otonomee to find a scalable solution for their customer support services.

Otonomee implemented a strategic staffing model by leveraging a skilled, cost-effective talent pool in Portugal. This solution expanded Levels' support coverage to 7 days a week while maintaining a 90% customer happiness score and an average handling time of under five minutes. The partnership with Otonomee provided Levels with the operational efficiency and scalability needed to grow.

Levels