Zenko Group

BACKGROUND

Please describe your company and position.

I am the CEO of KT's Logistics

Describe what your company does in a single sentence.

We are an oursourcing center 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Zenko Group to accomplish?

• partnership

SOLUTION

How did you find Zenko Group?

Referral

Why did you select Zenko Group over others?

• High ratings
• Good value for cost
• Referred to me

How many teammates from Zenko Group were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Through this partnership, Zenko Group is responsible for ensuring that our customers receive timely, professional, and multilingual support around the clock. The deliverables include trained support agents, infrastructure (dashboards, scripts, monitoring tools), ongoing reporting, and the flexibility to scale resources as our project expands. In short, Zenko provides us with a turnkey customer support team that reduces costs, improves response times, and enhances client satisfaction.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Partnering with Zenko Group delivered several quantifiable results that demonstrated both progress and success:

 Reduced response time: Average first response to customer inquiries decreased from 8 hours to under 1 hour.
High SLA compliance: 95%+ of tickets and calls were resolved within agreed service levels.
Improved customer satisfaction: Post-interaction surveys showed an increase in CSAT from 78% to 92%.
Higher retention: Customer churn dropped by 18% within the first 6 months due to improved follow-ups and proactive support.
Extended coverage: We achieved full 24/7 support, including nights and weekends, without hiring internally.
Cost savings: Operational costs for support decreased by 35% compared to in-house staffing.
Scalability: Team size grew from 3 to 20+ agents within weeks, allowing us to manage seasonal peaks smoothly.
Client reactivation: Outbound campaigns re-engaged ~22% of previously inactive customers.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Zenko Group assigned a dedicated Project Manager, kept timelines on track, and delivered all items as promised. They were highly responsive to our needs, quickly adapting scripts, scaling agents, and adjusting coverage within days. Communication was clear, proactive, and consistent.

What was your primary form of communication with Zenko Group?

Virtual Meeting

What did you find most impressive or unique about this company?

What stood out most about Zenko Group was their flexibility and reliability. They could scale from a few agents to a full team within days, while maintaining quality. Their combination of cost-effectiveness, strong communication, and proactive problem-solving made them unique compared to other providers.

Are there any areas for improvement or something Zenko Group could have done differently?

Overall, Zenko Group exceeded expectations, but like any growing partner, there are areas to refine. At times, we felt that reporting could be more visual and dashboard-driven, making it easier to track KPIs at a glance. Additionally, while their response time to changes was fast, a more proactive approach in suggesting optimizations (before we asked) would make the collaboration even stronger.