Case Study: Swyft Filings doubles retention with SupportZebra

Swyft Filings doubles retention to 40% with SupportZebra

Swyft Filings, a provider of business formation services, faced significant challenges with customer retention and service quality after outsourcing their support. Their previous vendor led to high cancellation rates, low customer lifetime value, and an inability to adapt to changing goals. They needed a reliable partner, SupportZebra, to deliver high-quality Tier-1 customer support and retention services without sacrificing performance.

SupportZebra implemented a solution that became a natural extension of the Swyft Filings team, focusing on high-caliber service and flexible protocol alignment. The results were rapid and significant; within 60 days, customer retention doubled from 20% to 40%. SupportZebra also delivered consistent efficiency with a 9-minute average handle time and maintained exceptional quality and attendance metrics, with QA scores averaging 87.70% and attendance at 97.99%.

Swyft Filings