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
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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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