Teeing Off with Exceptional Customer Service

“GOLFZON needed a customer experience partner to help augment their support services when they experienced rapid growth. Boldr has provided a white glove customer experience, mirroring  GOLFZON's commitment to quality and care.“

Executive Summary

GOLFZON, a South Korean company and the global leader in golf simulation technology expanded to North America in 2016 and quickly climbed the ranks to become the region's most innovative and immersive simulator. GOLFZON had a common challenge among high-growth companies to maintain the high-quality customer service expected of its premium brand.

Facing challenges like finding, training, and managing their team to keep up with their growth and commitment to excellence,  GOLFZON partnered with Boldr to deliver an extraordinary customer experience.

The Challenge: Scaling a Service Worthy of a Premium Product

GOLFZON faced challenges in delivering the level of service expected by its diverse high-value clientele, which includes businesses who invest in golf simulators for commercial use and individuals seeking high-end personal setups. The nature of their products demanded a premium support experience, including rapid response times, expert technical guidance, and a white glove level of service.

However, the team faced the difficult challenge of scaling customer experience excellence while maintaining a focus on profitable, efficient growth, which limited their capacity to match the growing volume of support tickets and complex troubleshooting.

Image courtesy of Golfzon

The Solution: A CX Team and Training Tailored to  GOLFZON

After assessing GOLFZON's needs and priorities, Boldr designed a comprehensive solution to address these challenges head-on:

• Customized Recruitment: We built a flexible, high-performing team with bilingual capabilities that seamlessly became an extension of their team.
  
  
• Tailored Training Programs: We developed in-depth training programs specific to their brand voice and product to equip the team with a blend of CX, technical support, and experts providing Tier 1 support.
  
  
• Improving Customer Support processes: We implemented efficient workflows and created communication protocols to ensure a quick and seamless issue resolution, minimizing response times.
  
  
• White Glove Experiences: We trained our team members to provide a premium customer experience, mirroring  GOLFZON's voice, values, and commitment to quality and care.

The Boldr team and Nathaniel Wise, Customer Experience Operations Manager at Golfzon America

Impact in Less Than Three Months 

One of GOLFZON’s biggest priorities was strengthening its presence across markets in the US, Canada, and Mexico. By providing outstanding customer service, we not only improved their footprint in these regions but also achieved the following results:

• Improved Response and Resolution Times: We’ve significantly reduced the team’s average resolution time (ART) by 50%. Additionally, first response time (FRT) improved by 37.8%, directly reducing the time simulators were out of service. This ensured the equipment stayed operational and revenue-generating for  GOLFZON’s customers.
  
  
• Achieving a 98% CSAT (Customer Satisfaction Score): Customers are experiencing a higher level of service, leading to increased satisfaction and loyalty.
  
  
• Protecting the team’s time: By handling routine support requests, we freed up about 30+ hours of their tier 2 technical support team’s time to focus on onsite support and product development.
  
  
• Cost Savings: Building a global team with Boldr resulted in a 50% cost reduction compared to expanding the internal team, improving EBITDA.
  
  
• Scalable Growth: We've successfully scaled the support operations to meet the demands of  GOLFZON's growing business, freeing up time and resources. Our work supported the launch of new product lines to be easier and quicker.
  

Image courtesy of Golfzon

Lining Up The Next Shot Toward Profitable Growth

After a very successful three-month journey, we are confident GOLFZON is well-positioned to continue its market leadership and deliver an exceptional customer experience. Nathaniel Wise, Customer Experience Operations Manager, said:

“Our partnership has been transformative and has exceeded expectations proving to be an invaluable extension of our brand.” GOLFZON is ready to scale with Boldr to manage seasonal ramp-ups and drive further profitable and efficient growth."

Connect with global talent and start scaling your business with Boldr’s ethical outsourcing today.

Aitana Rangel Garibay is Boldr’s Marketing Specialist and she is passionate about writing purpose-driven stories.