Who are we working
The client is a technology-focused company specializing in intelligent robotic solutions for outdoor home maintenance. Its primary offering is an autonomous robotic lawn care device designed to simplify lawn maintenance through advanced navigation technology, AI-driven mapping, and user-friendly mobile app control—eliminating the need for traditional boundary wires.
With a growing international customer base, the company distributes its products through multiple sales channels, including online marketplaces, retail partners, and its official website. As sales volumes increase, the company experiences a corresponding rise in customer inquiries related to installation, system connectivity, operation, routine maintenance, and post-purchase support.
To maintain consistent and high-quality customer service, the company works with a dedicated support team responsible for handling customer concerns in a timely and professional manner. This team provides basic technical assistance, shares warranty and product information, processes replacement requests, and gathers customer feedback to help identify opportunities for product and service improvements.
Through this collaboration, the company aims to deliver an excellent customer experience while enhancing operational efficiency to support continued growth in the competitive smart robotics and outdoor automation market.
Why did they contact us?
As the client continued to expand into new international markets, sales volumes and bulk orders increased significantly, particularly during the summer season when demand is at its peak. With a growing customer base actively using the products, the volume of inquiries related to product setup, technical issues, and post-purchase support also rose.
Managing this increased volume of customer inquiries became a challenge for the internal team. Customers were reaching out from different countries, time zones, and language backgrounds, making it difficult to provide timely, consistent, and high-quality support. At the same time, the team needed to remain focused on core business operations such as order processing and logistics, limiting their ability to dedicate sufficient attention to each customer.
The client sought to elevate the overall customer experience by ensuring that every inquiry was handled by a knowledgeable and dedicated support representative. Additionally, the client aimed to reduce response times, maintain service quality, and build stronger, long-term customer relationships. To support these objectives, the client required a scalable and reliable customer support solution that could accommodate continued growth while protecting its reputation for quality and service.
Why did they choose us?
The client sought a reliable customer support partner capable of managing a rapidly expanding global customer base. As the business continued to grow, the client required a scalable solution that could deliver consistent, high-quality support across multiple regions and time zones.
To address these needs, a dedicated customer support team was established to ensure customers had continuous access to assistance whenever required. The team received comprehensive training and was equipped with the necessary tools to develop in-depth familiarity with the client’s products. In addition, the team was trained to provide multilingual support in English, Spanish, French, Italian, and German, enabling customers to communicate comfortably and receive clear, effective assistance in their preferred language.
Customers were able to reach support through multiple channels, including chat, email, and phone, offering flexibility and convenience. Support representatives were trained to handle a broad range of inquiries, such as product setup, basic troubleshooting, warranty-related questions, and post-purchase support. This approach ensured accurate and timely resolutions while minimizing delays.
To maintain consistent service quality, structured escalation procedures were implemented for complex cases, alongside regular performance monitoring and ongoing training sessions. These measures ensured the support team remained up to date with product developments and company policies while delivering professional and dependable service.
As a result of this structured and customer-centric approach, the client achieved faster response times, improved customer satisfaction, and stronger long-term customer relationships. The partnership also enabled the client to scale support operations efficiently as demand continued to grow, without compromising service quality or brand reputation.
Key results:
- Maintained strong, positive Amazon reviews across all product lines
- Received regular praise and performance recognition from the seller
- Became the client’s trusted long-term partner for scaling customer support
Seller’s Feedback
“Your team has become the most important part of our company. The level of professionalism is outstanding and honestly, I love how the agent asks so many questions about the product. It is evident how dedicated she is to gaining knowledge about the product to provide accurate information to the customers”
Customer feedback
“When I first handled this account, I assisted a customer who had several questions and was initially hesitant about making a purchase. He asked for guidance on which option would best suit his needs, so I gathered details about his yard to better understand his requirements. After reviewing the measurements, I recommended the most appropriate model and clearly explained the reasons for the recommendation, including key features and what was included in the package.
The customer expressed his appreciation for the thorough explanation and felt confident in his decision. This interaction was especially rewarding, as his positive response confirmed that I had effectively addressed his concerns and provided meaningful support.
– Mariah (Nagog Customer Service Representative)
Conclusion
Through a strong and ongoing partnership, we helped the client enhance their global customer service operations to support their rapidly growing business. As their customer base expanded across multiple regions, they required a reliable support system capable of delivering a consistent, high level of service to every customer. By providing multilingual support and a team of well-trained customer service representatives, we enabled the client to offer dependable assistance across all communication channels.
Our team was equipped to assist customers in multiple languages, ensuring that location was never a barrier to receiving the support they needed. Each representative was trained to handle a broad range of inquiries, allowing customers to receive accurate solutions with minimal wait times.
As a result, the client experienced measurable improvements in key performance areas, demonstrating that the support model was effective and well-suited for a growing global market. Our efforts focused on strengthening the client’s trust in our team, building customer confidence, and fostering strong relationships between customers and the product.
By delivering consistently high-quality support, we aim to help the client build a strong reputation for excellent customer service and long-term customer satisfaction.
Meet one of our representatives
Hello! My name is Mariah, and I am a customer service representative specializing in assisting customers from the United States and parts of Europe. I focus primarily on helping customers with questions or concerns about their lawn care devices.
My role is to ensure that every customer receives the support they need—whether it’s answering product inquiries from potential buyers or guiding existing customers through troubleshooting steps for unfamiliar issues or error codes.
Every day brings opportunities to provide positive experiences. In addition to handling phone calls, I assist customers through email and chat, ensuring that every interaction meets high-quality service standards. Even when challenges arise, such as longer resolution times for complex issues, customers never feel overlooked or frustrated. Instead, they experience genuine support and confidence that their concerns will be fully addressed.
This is the type of service we strive to provide—a level of care that assures customers they are heard, understood, and taken care of, no matter the situation.
