Scaling global support and customer experience with Filta.
How Okendo built a high-performing offshore team, boosting customer experience and driving growth.
Okendo powers brand growth by strengthening customer connections. Trusted by over 10,000 of Shopify’s fastest-growing brands, including SKIMS, 1st Phorm, and Magic Spoon, Okendo helps businesses gain insights, boost advocacy, and deliver tailored experiences.
As a fast-growing SaaS company, Okendo needed to scale its global customer support while maintaining high service standards. Two challenges stood in the way: hiring high-performance customer and technical support staff and finding an HR partner that truly understood the SaaS space.
That’s where Filta came in.
Scaling global support without compromising quality.
Okendo wasn’t just looking for an outsourcing provider, they needed a long-term partner to help build a world-class support team that could seamlessly integrate into their business.
Filta worked with Okendo to recruit and onboard Technical Support Specialists and Customer Experience Specialists across the Philippines and Colombia. Beyond recruitment, Filta focused on embedding employees into Okendo’s culture, ensuring they had the tools, training, and support to deliver high-impact customer experiences.
Key wins from the Filta partnership.
- 190 new Shopify reviews (28% of all reviews) directly linked to Filta’s customer support team.
- 657 five-star reviews, reinforcing Okendo’s reputation for exceptional customer service.
- Thousands of customer inquiries handled seamlessly via chat and email.
- Optimized costs while maintaining high service quality.
- Ongoing collaboration on customer enrichment and data projects, enhancing long-term growth.
190 new Shopify reviews (28% of all reviews)
directly linked to Filta’s customer support team.
Building world-class customer experiences with a high-performing offshore team, seamlessly integrated into Okendo’s culture, goals, and global growth.
“Our team through Filta are not just answering questions; they’re at the forefront of some of our larger initiatives, helping us grow our customer base and improve our product.”
Real impact: Better service, stronger reputation, and smarter costs.
With Filta’s offshore and nearshore teams, Okendo saw a direct impact on customer experience and brand reputation.
- 190 new Shopify app reviews (28% of total reviews) came from Filta’s customer support efforts.
- 657 five-star reviews, reinforcing Okendo’s reputation for outstanding service
- Thousands of customer inquiries were handled seamlessly across chat and email.
- Optimized costs allowed Okendo to reinvest in key business areas.
By leveraging Filta’s expertise, Okendo was able to scale their team efficiently, maintain service excellence, and reinvest in growth – all while keeping customer support world-class.
Beyond support: A true strategic partnership.
Okendo needed the right people to support its growing business, and Filta made that happen. As Okendo’s outsourcing and nearshoring partner, Filta recruited and hired their entire team in the Philippines and Colombia, ensuring they had the right talent, set up the right way.
With Filta managing hiring, compliance, payroll, and onboarding, Okendo could focus on integrating their team, allowing them to contribute beyond customer support, including customer enrichment and data projects.
By handling the complexities of global employment, Filta enabled Okendo to scale seamlessly while ensuring their team was structured, compliant, and set up for long-term success.