Case Study: Meetup transforms internal CX operations with PartnerHero

Meetup clears a year’s backlog in 6 months with PartnerHero

Meetup, a social media platform for building communities, faced significant challenges during a major platform overhaul. A huge influx of customer support tickets led to mountainous backlogs, long wait times, low team morale, and poor customer satisfaction scores. To address this, they sought a BPO solution and eventually partnered with PartnerHero for customer experience support.

PartnerHero worked with Meetup to train teams, operationalize ticket queues, and implement best practices for software and tooling. The results were transformative: Meetup has met every service level agreement for the past three years and backlogs are a thing of the past. The partnership also allowed Meetup's internal team to focus on higher-impact work, developing their careers into lead and manager roles, while PartnerHero reliably managed frontline support.

MeetUp