Esim Go
24/7 global technical support across Level 1 and Level 2, enabling year-on-year revenue growth and a long-term contract extension
Esim Go is a rapidly growing global eSIM provider that needed scalable 24/7 technical support across multiple regions. Contact Web deployed a blended UK and South Africa model to deliver round-the-clock service desk, complaints and technical support as the business expanded into new markets.
24/7
Global technical support coverage
YoY
Revenue growth supported by the partnership
Positive
Customer satisfaction feedback maintained consistently
Extended
Long-term contract reflecting continued trust
The challenge
As Esim Go grew rapidly, they required a scalable outsourced partner capable of supporting customers across multiple regions while maintaining a high standard of service. With a global customer base and increasing technical complexity, they needed reliable service desk, complaints handling and technical support coverage operating around the clock.
- Rapid global growth requiring scalable 24/7 customer support
- Increasing technical complexity across a global customer base
- Need for Level 1 and Level 2 technical support delivered globally
- Solution needed to support both UK and South African operations
Our solution
Contact Web provides a comprehensive suite of service desk, complaints and service solutions to support Esim Go's global operations. This includes Level 1 and Level 2 technical support delivered on a global basis, combining UK-based oversight with South African service teams to allow Esim Go to scale efficiently while maintaining consistent quality.
- Blended UK and South Africa delivery model for 24/7 coverage
- Level 1 and Level 2 technical support delivered globally
- UK-based oversight combined with South African service teams
- Highly experienced team built for consistent quality at scale
- Scalable model supporting expansion into new markets
Results
24/7
Global technical support coverage
YoY
Revenue growth supported by the partnership
Positive
Customer satisfaction feedback maintained consistently
Extended
Long-term contract reflecting continued trust
"Esim Go has credited Contact Web's support with improving operational efficiency and enabling faster scalability as the business grows. The strength of the partnership has resulted in a long-term contract extension."
Delivery model
Blended UK and South Africa model providing 24/7 global coverage, with UK oversight and South African service teams delivering consistent quality at scale.
Technology deployed
Quality monitoring across all technical support interactions to maintain consistent service standards globally.
Knowledge AI giving agents instant access to technical guidance and escalation protocols during live support interactions.
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