GlobalGoods
GlobalGoods is an online marketplace connecting artisans and manufacturers from around the world with customers in 40+ countries. With a diverse, international customer base, support demands span every timezone and dozens of languages.
The Challenge
GlobalGoods had grown rapidly from a US-only marketplace to serving customers in over 40 countries. But their support team hadn't scaled to match. Eight agents working US business hours left massive gaps in coverage for customers in Asia, Europe, and the Middle East.
After-hours calls went to voicemail, and many international customers never called back. Language barriers compounded the problem — the team only spoke English, Spanish, and French, leaving customers in Germany, Japan, Korea, and dozens of other countries without native-language support.
Support costs were growing 30% year-over-year as they tried to hire multilingual agents for each new market. The result was a 78% CSAT score, well below industry standards, and a growing volume of negative reviews citing poor support responsiveness and language barriers.
Coverage gaps before Barpel
The Solution
GlobalGoods implemented Barpel AI to provide true 24/7 multilingual phone support. The AI was configured with product knowledge spanning 8,500 listings, regional shipping policies for 40+ countries, and voice personas in 30+ languages.
Languages now supported
Daytime Support
AI handles routine calls while human agents focus on complex escalations, VIP customers, and strategic seller relationships.
After-Hours Support
Full AI coverage for every timezone. No more voicemail, no more missed calls. Customers in Tokyo get the same quality as customers in New York.
Implementation Timeline
Platform Integration
Connected marketplace platform, synced 8,500 product listings across 40+ countries, and configured regional shipping rules.
Language Configuration
Set up AI voice personas for top 15 languages. Configured cultural nuances, greetings, and region-specific policies.
Timezone Rollout
Launched AI support for Asia-Pacific and Middle East timezones first — the regions with zero previous coverage.
Full Global Coverage
Expanded to all timezones and all 30+ languages. Transitioned human team to escalation-only roles.
Optimization
Achieved 94% CSAT. Reduced human escalation rate to 8%. Added proactive shipping notifications in local languages.
Before & After
| Metric | Before Barpel | After Barpel |
|---|---|---|
| Support Hours | 10 hours/day (EST) | 24/7/365 |
| Languages | 3 (EN, ES, FR) | 30+ |
| Agent Headcount | 8 agents | 2 (escalation only) |
| Monthly Cost | $24,000 | $6,200 |
| CSAT Score | 78% | 94% |
| Avg Wait Time | 8.5 minutes | <5 seconds |
| After-Hours Coverage | Voicemail only | Full AI support |
"Barpel eliminated timezone as a constraint for our support team. Our customers in Tokyo get the same experience as customers in New York. We went from covering 3 timezones with 8 agents to covering all of them with 2 agents and Barpel AI. The multilingual capability alone was worth the switch."
Go global with AI support
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