How a Leading Classifieds Platform Cut Response Times by Up to 90% and Scaled Support Without Raising Costs
A major U.S.-based digital media company partnered with CoDev to expand coverage, speed up resolutions, and improve customer satisfaction – without adding local headcount.
The Challenge
One of the nation’s largest online classifieds platforms, serving over 1 million monthly users, saw support demand spike — especially on evenings and weekends. Limited to weekday coverage, their in-house team faced:
The Solution
The company partnered with CoDev to extend support to 7 days a week, adding two experienced offshore support specialists to handle nights, weekends, and holidays.The CoDev team aligned seamlessly with the client’s systems, trained quickly, and began handling login issues, listing problems, and general customer inquiries during high-volume, off-hours.
The CoDev Advantage
Expert Talent
CoDev’s Gruil A. and Ralph D. brought 20+ combined years of experience in customer support, finance, events, and digital marketplaces.
Seamless Integration
With fast onboarding and strong collaboration, CoDev’s team adapted to the client’s tools, workflows, and performance standards.
Cost-Efficient Growth
By extending coverage through offshore talent, the company increased support availability and ticket resolution volume – without the overhead of hiring locally.
"Our offshore specialists Gruil and Ralph have consistently met all key metrics — output, CSAT, and quality. Ralph’s growth in quality and responsiveness to feedback has been impressive, and both have become proactive, valuable contributors to our team.”