Case Study: Audible improves multilingual customer support with RSVP Omni Channel Call Centre

Audible boosts positive response rates to 95%+ with RSVP

Audible, a global audiobook and podcast provider owned by Amazon, required a customer service partner to support its UK, Italian, and Spanish markets. Their challenge was to deliver a highly personalized customer experience that reflected the unique, spoken-word nature of their brand. They partnered with vendor RSVP to join their Centre of Excellence Programme and provide outsourced omnichannel support.

RSVP implemented a solution using native-speaking agents who specialized in building natural rapport and understanding each customer's individual listening preferences. This approach allowed them to provide hyper-personalized service, including title recommendations and technical support. As a result, RSVP helped Audible achieve a consistently positive response rate of over 95% and improved customer satisfaction scores, with their collaborative ideas being shared with Audible teams globally.

Audible