Opening new markets.

Reliability is key when it comes to entering new markets with your client. Our specialists helped FlixBus reach and connect with new customers all over Europe.

Challenges

As one of the fastest-growing European startups, FlixBus needed a reliable partner to keep up with their growth. We started our partnership in 2018 on the German market, covering two channels. Within two years, we grew to a total of 16 markets and 12 languages and expanded our service to four channels.

A team that covers everything

As we were expanding to other markets and channels, we helped FlixBus enhance their knowledgebase, information flow, and web FAQs. Through constant feedback, we were able to maintain high quality while increasing complexity. 

A team that can handle complexity

Starting with 14 specialists supporting the German market needs, our team has grown to 150 people along the way. Now, we’re covering 16 markets in 12 different European languages. Since our specialists are fluent speakers, we have helped Flixbus in their local markets with country-specific challenges which resulted in the enhancement of the knowledge base, information flow, and Web FAQ formation.

Reliable partner in opening new markets

With the growing demand for its rides, Flixbus decided to expand the markets that they are operating in. For that, they needed agility in terms of hiring, sometimes requesting 20 new hires in 2 weeks. The market entries weren’t always easy, and adapting to new cultures and their ways of communication was something that needed to be learned quickly. Our native speakers were helping with linguistic and cultural matters to make the accustoming in new markets as smooth as possible. Together we have successfully opened 7 new markets.

A reliable partner

Our agility and flexibility helped us maintain good KPIs and service levels while satisfying the hiring needs. The market entries weren’t always easy and adapting to new cultures and their communication methods was something that needed to be learned quickly. Our native speakers helped with linguistic and cultural matters to make the accustoming to new markets as smooth as possible.

Channels

Email & Phone
Live chat
Social Media

"You have exceeded every single expectation that we’ve set for you guys!"

Martin Mason

VP of Customer & Employee Experience, tado°

"Working with heloo has always given me a true peace of mind."

Jochen Heidenberger

ex-Head of Customer Care, Tourlane

"You guys successfully implemented a new process without us feeling the pain that usually comes with it. Priceless."

Christopher Zhu

Managing Director & COO, ready2order

Check out more great collaborations

Case Study

Opening 7 new markets for Flixbus

Case Study

Surpassing CSAT and SLA targets for tado°

Case Study

Managing omnichannel support for Zalando

It's your turn
to say heloo!

If you’d like to grow your outsourced team with us, leave a message here. If you’re looking to join our team, head on over to our Careers page to apply :).