Case Study: Momence achieves premium global support and 85% CSAT with Otonomee

Momence scales premium support to 85% CSAT with Otonomee

Momence, a mobile-first SaaS platform for fitness businesses, faced challenges scaling its customer support to match its rapid global expansion. Their existing provider couldn't handle complex Tier 2 issues, leading to a backlog of over 19,000 monthly enquiries and pulling senior leaders into constant escalations. Otonomee was brought in to provide a premium, multilingual support solution.

Otonomee implemented a scalable support model with multilingual phone and chat services, recruiting and training a team of 20 specialized Tier 2 agents to provide coverage across the USA, EMEA, and Australia. This solution reduced chat first response times to 17 seconds and achieved an 85% CSAT score while handling all inbound enquiries, allowing Momence's leadership to refocus on strategic growth and global expansion.

Momence