Challenge
This leading streaming TV platform was built specifically for businesses. Their ad-supported, audio-optional channels keep guests engaged in venues like restaurants, gyms, bars, hotels, and medical offices — plus built-in digital signage lets businesses promote their own offers on-screen.
The client previously ran customer support in-house, but lacked the resources, expertise, and framework to scale. As they grew, they needed:
• A robust, insight-driven support operation
• Clear visibility into why customers contact support
• A closed feedback loop to product, onboarding, and growth teams
Results
Expanded market reach: Bilingual support delivered a better CX for one of their fastest-growing segments — U.S.-based Spanish-speaking customers.
Revenue growth through reactivation: Outbound program reengaged dozens of recently canceled customers, achieving a 15% reactivation rate.
Operational Efficiency: NinjaAI tools helped reduce handle times so that Ninjas could focus on high-value customer interactions.
Built for the Future: Scalable CX model to handle support and retention for their growing business.
Written by
SupportNinja
The Full Story
We helped the client stand up scalable support and quickly layered in retention initiatives that drove measurable growth:
- Near-shore bilingual support team:
- Established a near-shore team with bilingual agents, making support more accessible and helping the client better serve the growing U.S. Hispanic market
- Built the structure and framework needed to scale with confidence
- Redesigned workflows and KPIs; standardized multichannel handling
- Implemented clean CRM structures (dispositions, tags, SLAs) to unlock reporting
- Reactivation program:
- Churn was a major concern and our team analyzed contact and churn reasons and this analysis surfaced a few high-impact themes to help reduce churn
- Designed and launched a dedicated outbound program to proactively contact recently canceled customers for reactivation
- Pilot results were immediate: dozens of reactivations within weeks and a 15% overall reactivation rate, significantly increasing revenue
- Enable Ninjas with the right tools:
- Upskilled Ninjas with deeper product knowledge, objection-handling, and cost / benefit framing
- Rolled out NinjaAI Editor to improve handle times, maintain a consistent brand voice, and free agents to focus on personalized, high-value interactions
The Impact
- Expanded into new markets with bilingual agents, unlocking the ability to serve Hispanic customers more effectively, boosting both accessibility and CSAT
- 66% reduction in cancellations after upskilling and onboarding improvements
- 15% reactivation rate directly contributed to revenue growth
- Gained efficiency from NinjaAI Editor, ensuring every customer interaction reflected the client’s brand and created bandwidth to launch and scale the outbound reactivation program
The Outcome
What began as a cautious first step into outsourcing grew into a trusted, strategic partnership where support operations stabilized the customer experience and became a driver of revenue and market expansion.
Growth can be a great problem to have
As long as you have the right team.
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