Reduction in customer response time
A rapidly scaling DTC e-commerce brand processing 10,000+ orders monthly was drowning in customer support tickets, with response times exceeding 48 hours during peak seasons.
They needed to build a stable, trained support team that could handle volume spikes while maintaining brand voice consistency. Our dedicated team model and emphasis on cultural training aligned perfectly.
We built a 12-person support team operating across time zones, trained extensively on their brand voice and product catalog.
Email, live chat, social media, and phone coverage
4-week intensive onboarding on company culture
Clear paths for complex issues to senior staff
Weekly ticket audits and continuous coaching
"Customer satisfaction scores improved from 3.2 to 4.3 stars, and the brand now handles 3× the ticket volume with faster resolution times."