Case Study: Groupon achieves 100% global customer service centralization in India with Unbabel

How Groupon relied on Unbabel to consolidate 100% global customer service support in India

Groupon, the global goods-and-getaways marketplace serving 18 million customers across 13 markets, needed to centralize customer service to better support customers and merchants while handling multiple languages and regions. With support spread across several BPOs and shared service centers, Groupon turned to Unbabel’s translation solution to make support scalable in India.

Unbabel helped Groupon consolidate country-specific teams into one global, language-agnostic operation and move 400+ positions to India shared services. The result was 100% of customer service handled from India, 24/7 coverage for smaller markets, productivity rising from about 9 to 12 sessions per agent per hour, and no impact to customer service levels or CSAT.

Groupon

Adam Lindsey

Director of Global Support Organization