Opening new markets
How we helped FlixBus reach and connect with new customers all over Europe.
The Challenge
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 can handle complexity
Starting with 14 specialists supporting the German market needs, our team has grown to 150 people along the way, covering 16 markets in 12 different European languages. Since our specialists are fluent speakers, we have helped FlixBus address country-specific challenges in the local markets, 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 their rides, FlixBus decided to expand the markets that they are operating in. For that, they needed agility in terms of hiring, sometimes growing by 20 new hires in 2 weeks. Entering new markets required swift adaptation to new cultures and their ways of communication. Our native speakers were helping with linguistic and cultural matters to make the accustoming in new markets as smooth as possible. Together with FlixBus, we have successfully opened 7 new markets.
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
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Opening 7 new markets for Flixbus
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Surpassing CSAT and SLA targets for tado°
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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 :).
