CASE STUDIES

Multi-lingual European Technical Support for a fast-growing consumer technology company

THE CHALLENGE

Zagg is an ambitious mobile consumer lifestyle company, headquartered in Salt Lake City, Utah. Listed on NASDAQ, will an annual turnover of over $600m, their business model is based on forming distribution partnerships with leading in-country retailers for their range of consumer brands, including audio and power. These large retailers often require a proven ‘in-language’ customer service solution in place prior to kick-off in order to back up the product line and manage returns. When launching their enhanced version of its in-store ‘InvisibleShield’ product line across Europe, Zagg needed a technical support resource that could provide support to stores, in their own language, to fault find and offer instruction to in-store users of the product.

Zagg’s original solution was to use a patchwork of different companies in each of the target countries, but it proved difficult to support and train agents, and made producing over-arching reporting as to the performance of the overall service nigh on impossible.

THE SOLUTION

Arise were already providing support to Zagg in their English-speaking markets out of their Irish headquarters, and Zagg approached the company to see if they could provide the level of technical and multi-lingual support that they required for their new product. Arise had a proven track record of providing technical support for complex industries and put in place a programme to recruit native language speakers in French, Italian, German and Spanish. Their customer support back end system enabled Arise to offer flexible hours of support to suit local markets, as agents could work remotely from home. This also allows Arise to offer cost effective support for new and developing markets, providing flexible service levels that can grow as Zagg builds their footprint in each country.

“We were impressed with Arise’s ability to respond to our additional requirements, and quickly scale their support to meet our multi-lingual requirements. Having our entire European support team based together means we’ve got effective reporting and have flexibility to grow the team as we develop larger footprints in the European market.

We needed a business that was prepared to partner with us as we went from ‘start-up’ stage through to fast growth and could flex their support with us. We’ve found Arise to be extremely proactive in their approach to continuous improvement and have been able to quickly grasp the depth and complexity of our multiple brands and products. We’re incredibly pleased to have found an organisation that can support us as we meet our ambitious growth targets.”

Billy Butler, Customer Service & Strategic Projects Manager, ZAGG Ltd