About the client
A US company running a gaming and digital payments app, with in-app wallets, deposits and money transfers. Its customers expect help at any hour, and every week they send thousands of chats and hundreds of calls. The company has worked with DOS since 2016.
The challenge
Before DOS took over, support ran 12 hours a day, six days a week, and Sunday had no cover at all.
The previous team struggled to answer calls in a reasonable time, so calls were missed, and with them customer opportunities. Tickets were not answered within the required time, and a backlog was building up.
The client's three problems were clear: missed calls, slow ticket replies and not enough hours of cover.
What we did
- Moved support to 24/7. Cover went from 72 hours a week to all 168, including Sundays and holidays.
- Answered every channel. Phone, live chat and support tickets, with a mixed team of dedicated and shared agents, six agents in all.
- Handled account and wallet questions. Deposits, transfers, withdrawals and account questions, all within the client's own systems.
- Took on transaction queues. Beyond customer service, agents were trained to monitor and process the client's transaction approval queues around the clock.
- Protected the business from risky transactions. Agents were trained to spot patterns that could signal fraud, and to hold uncertain transactions for the client's review instead of approving them.
- Put quality control in place. QA spot checks, monthly evaluations, coaching, daily ticket logs and volume and reply reports, shared with the client.
The results
During a major volume surge in August 2026, according to our reports:
- The team handled 820 incoming chats and missed only one.
- Abandoned calls stayed below 4.5% through the same high-volume period.
- Support stayed 24/7 throughout, while the team also kept the transaction queues moving.
A long-term partner
What started as customer support has grown into a round-the-clock operation that also covers the client's transaction queues. The client has worked with DOS for ten years.