Case Study
Cardo Systems
How Multilingual Customer Support Outsourcing Helped Cardo Systems Hit Every KPI
For eCommerce teams looking to expand geographically
Updated on August 27, 2026
Services
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Support Workflows
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Building a Multilingual Team
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Tracking Performance
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Team Scaling
Tags
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B2C
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eCommerce
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Multilingual
About the Company
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Location
US, Europe
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Language
European languages
Cardo Systems
"I trust your agents and treat them as company employees. I'm happy with our partnership. The proof? This year we terminated our contract with another company and now we only work with SupportYourApp on all things customer support."
— Dana Hay
Head of Customer Support, Cardo Systems
Challenges
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A long-term, service-focused team
Cardo wanted a support team that would stay for years, care about the work, and keep quality steady as it grew.
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Faster issue resolution and higher CSAT
Response times and customer satisfaction both needed to improve alongside the team's growth.
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Fast scaling for European expansion
Major direct-service launches across Europe in 2025 meant growing the team quickly, without cutting corners.
Solution
24/7 Multilingual Customer Support Outsourcing for Cardo Systems
SupportYourApp built a multilingual team to cover both the US and European markets, then focused on keeping that team efficient as it scaled. Here's what that looked like in practice.
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Building a multilingual support team
Agents covering both the US and Europe by email and chat, live within weeks of kickoff.
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Restructuring for balanced workload
Rebuilt the team structure so customer interactions were distributed evenly across agents.
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Tracking individual agent performance
Ongoing performance tracking helped catch and resolve quality issues early.
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Closing workflow gaps through feedback
Regular feedback loops kept service quality high as the team grew.
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Doubling the team for European expansion
Grew the team fast in 2025 to support new direct-service launches, without lowering quality standards.
Results
100
Emails replied to within 2 business days
82
+CSAT score maintained through fast team growth
80
+QA score across the entire support team
In 2025, Cardo ended its contract with its other support provider and made SupportYourApp its sole partner for customer support.
Meriem Bourezza
Service Delivery Manager
Posted on July 12, 2026
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15 years of partnership
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