The Challenge
A rapidly expanding SaaS platform was gaining traction in new international markets, including Denmark, Spain, and parts of Latin America. As their user base grew, so did the volume of customer support inquiries — many of which required assistance in native languages to ensure a positive user experience.
Hiring local support agents in each country was costly, time-consuming, and difficult to manage. Internal staff were already overloaded, and the company feared that poor response times and language barriers could impact customer satisfaction and retention. They needed a scalable, multilingual support solution that could maintain quality and brand consistency across regions.
The Solution
CiCoor Sourcing ApS designed and deployed a tailored remote support team with native and fluent speakers in Danish, Spanish, and English — all trained in SaaS customer communication. The team included:
Frontline support agents in each language
A quality assurance reviewer to ensure response quality and consistency
A dedicated team lead acting as a single point of contact for the client
We integrated directly with the client’s existing helpdesk tools (Zendesk and Intercom), and built a shared knowledge base to maintain standardized answers, tone of voice, and workflows across languages. The support team worked in shifts to cover multiple time zones and ensure prompt responses throughout business hours in each region.
The Result
The client quickly saw improved response times, increased customer satisfaction, and a noticeable reduction in escalated tickets. Their team no longer had to split their focus between product development and customer issues — freeing them up to focus on innovation and growth.
Key Outcomes:
70% faster first-response time in non-English markets
92% customer satisfaction (CSAT) maintained across all supported regions
Full integration with the client’s systems and brand voice
50%+ cost savings compared to building regional in-house teams
Scalable model ready to expand into new markets as needed
Why It Worked
By outsourcing multilingual support through CiCoor, the client was able to deliver high-quality, localized service without the complexity or cost of managing international HR, contracts, or infrastructure. The support agents felt like an internal team — trained, aligned, and proactive — while the client retained full oversight through structured reporting and one-point communication.
The Client’s Feedback
“CiCoor gave us the ability to speak our customers’ language — literally. We’ve seen happier users, faster resolutions, and no need to stretch our internal team thin. Their support model is professional, responsive, and incredibly easy to scale.”