Better Streaming Services: Complete Solutions for Growth
Case Study 1 - Popular US Streaming Service Company
APAC Customer Support
Challenge - The client needed to hire over 100 native speakers in Japan, South Korea, Taiwan, and Hong Kong within 2 months for rapid APAC expansion.
Solution - Transcosmos used a local operations model with bilingual managers in each country. We established an APAC hub in Korea to coordinate communication with the client.
This approach allowed us to quickly hire staff in all four markets while maintaining quality and meeting the 2-month deadline.
Feedback from the Client -
“transcosmos has successfully achieved the most stable implementation of APAC CS operation in the world, showcasing exceptional performance even after launch.“
Client VP - Capacity Planning & Partner Management
Case Study 2 - Major Japanese Marketplace Streaming Service
Customer Support & Social Media Monitoring
Challenge - A streaming service experienced significant user engagement drops after launching a new mobile app feature in Japan. Traditional support metrics showed no issues, creating a visibility gap.
Solution - Transcosmos implemented real-time social media monitoring across customer journey touchpoints. Our social listening detected error-related complaints causing customer drop-off that weren't appearing in formal support channels.
Results -
- Issue identified and resolved within hours vs. days
- Prevented customer churn during critical launch period
- Transformed negative sentiment into positive brand advocacy
- Protected launch investment and user acquisition targets