Case Study: Express Group launches outsourced customer support in 72 hours with yoummday

Launching an Outsourced Support Team in Just 72 Hours

Express Group, a financial services and SaaS company, faced a significant challenge in scaling its customer support to handle an overwhelming surge in demand for its tax automation product. They struggled with the recruiting and management of CX agents to keep pace with customer inquiries. To solve this, they turned to yoummday and its Managed Services product.

yoummday rapidly deployed a team of freelance support agents, scaling from 5 to 30 agents within three months and achieving a full launch in just 72 hours. The solution required only one internal manager from Express Group and resulted in measurable improvements, including higher conversion rates on outbound calls, a month-over-month increase in call handling volume, and an improvement in cost efficiency over previous in-house operations.

Express Group