Leading Marketing Platform Delivers Significantly Faster Chat Response With CoDev
A leading U.S.-based marketing platform partnered with CoDev to enhance chat support, accelerate response and resolution times, and deliver a smoother customer experience—without increasing internal workload.
The Challenge
The company needed a support operation that was easier to manage and reliable for the thousands of advisors and users on its platform. Key goals included:
The Solution
The organization teamed up with CoDev to build a dedicated chat support function. CoDev supplied trained specialists capable of managing high-volume inquiries with consistency, accuracy, and a customer-first mindset.
Results in 12 Months
The CoDev Advantage
Deep Expertise & Fast Ramp-Up
CoDev supplied trained support specialists with the technical knowledge and communication skills needed to handle the company’s high-volume chat queue. The team received comprehensive product training to troubleshoot confidently and deliver accurate resolutions.
Seamless System Integration
CoDev’s specialists were fully integrated into the company’s existing chat tools, ticketing systems, and workflows—allowing them to collaborate in real time, manage cases efficiently, and operate as an extension of the internal team.
Custom Knowledge Base Development
To accelerate accuracy and speed, CoDev built a dedicated knowledge base tailored to the company’s platform and customer inquiry patterns. This ensured quick access to solutions and reduced resolution time across the board.
Continuous Optimization & Coaching
Performance was monitored and actively improved. The team reviewed chat logs, tracked key support metrics, and received ongoing coaching to refine processes and elevate customer experience.
Cultural Alignment
Every CoDev team member was trained on the company’s tone, values, and customer expectations. This alignment ensured the support experience felt consistent, familiar, and authentic to the brand.
“CoDev helped us increase our staff size and reduce costs by several thousand dollars, and since partnering with them, our customer support experience has improved significantly.”