Cint is a global research technology platform that helps companies conduct market research and media measurement, connecting them with millions of respondents across more than 100 countries.

Scaling customer support without compromising quality

Even with a small team, Cint’s global customer support organization consistently delivers exceptional service. As the company grew, maintaining high customer satisfaction (CSAT) scores while ensuring clear, professional communication became a priority. The right tool would also free managers to focus on strategic initiatives rather than constant quality oversight.

James Snyder, Cint’s Vice President of Trust and Safety, was confident in his team’s technical expertise but wanted to ensure they maintained high communication standards as they scaled. His ultimate goal? Strengthen the team’s reputation as a trusted partner that nurtures customer relationships.

Empowering teams with seamless and safe communication support

When Snyder first tried Grammarly, its intuitive interface and seamless integration with existing tools stood out. Rolling it out to his team was effortless, instantly enhancing their writing clarity, professionalism, and tone.

Because Cint handles sensitive data, security and compliance were also critical. Grammarly’s enterprise-grade security and CCPA compliance made approval from Cint’s IT team a straightforward process.

Immediate impact on quality and efficiency

Once implemented, Grammarly delivered immediate value. Customer support agents quickly improved grammar, spelling, and tone while ensuring brand consistency. Non-native English speakers benefited from enhanced word choice, making their communication more natural and engaging. As a result, Cint maintained its impressive CSAT score of 4.86.

Grammarly also streamlined onboarding, helping the team integrate 12 new members with ease.

“Grammarly is an irreplaceable tool,” Snyder said. “As we continue to grow globally, I believe this is critical for supporting our expansion and meeting customer expectations with quality and consistency.”

If you would like to help your support teams improve communication and customer satisfaction, contact us today.