Our services.

  • Customer Experience

    We help your business ensure that customers are considered at every touchpoint. We take an integrated approach to bring customer experience at the forefront of decision making across various departments. This includes creating feedback streams with marketing, merchandising, design, operations, and finance. We establish meaningful KPIs that will lend an important perspective within the Customer Experience team and beyond.

  • Customer Service

    We help build support teams that work efficiently and are cost effective for your business. We lay the foundation for systems, processes, platforms, and reporting to ensure seamless workflows that translate to best in class customer service. We build ticket and staffing projection models that ensure your teams are scaling the right way. We have 10 years of experience building in house and offshore support teams so we can create a solution that makes the most sense for you.

  • Marketing Operations

    A great customer experience doesn’t just start with your support team. We work with greater marketing teams to ensure that customer experience is woven into the brand DNA. We recommend marketing process improvements that will ensure Marketing teams are compliant with best customer experience practices for disclaimers, promotional discounts, and omni channel marketing approaches.

KPIs We Track and Improve on

  • NPS (Net Promoter Score)

  • Resolution time

  • Satisfaction rating

  • Product feedback and quality control

  • Pack and Ship Issues

  • Ticket to Order Ratio

Merges and Acquisitions

  • Assist in onboarding new brands onto platforms and services related to Customer Care.

  • Evaluate and negotiate new agreements for Customer Care platforms and services.

How We Help with Talent

  • Access to a network of talent at agent, manager, and director level

  • Relationships with offshore customer support agencies

  • Experience with recruitment and interviewing top Customer Experience/ Service talent

Platforms & Systems We’re Experts in

  • Zendesk, Gorgias, Freshdesk, and more.

  • Guru Knowledge Base Solution

  • Basecamp and Monday.com

  • Shopify, Netsuite, Easyship, LSR, Yotpo

  • Loop, Happy Returns, and Returnly

Case Studies

Brand A

Brand A started with a team of 8 agents. Following an audit, we implemented the following changes and improvements:

  • Rewrote macros, workflows, and documented necessary SOPs.

  • Improved productivity and response time. Between Year 1 and Year 2, we saw a 50% improvement in ticket to order ratio, a 15% reduction in tickets overall, and a 75% reduction in staffing needed.

  • Brand A increased NPS score 20 points after the first year, maintained a small team of 2 agents each year and leveraged occasional seasonal support.

Brand B

Brand B was retained prelaunch. We provided the following services:

  • Generated copy for FAQ page by partnering with all departments.

  • Created macros and SOPs that were all documented in brand Knowledge base.

  • Set up Zendesk, Loop Returns portal, Yotpo Review platform, and Guru Knowledge base.

  • Recruited Customer Care team internal and offshore.

Brand D

Brand D was an established brand with a highly seasonal business. We were tasked with evaluating their seasonal business to provide accurate staffing projections. We provided the following services:

  • Generated a brand new model for staffing projections that resulted in significantly improved results. for staffing demand.

  • Migrated the business from one offshore agents to another one with 20% reduction in cost per agent. We negotiated agreement with new offshore agency to provide client with the best pricing.

  • Improved NPS score by 20 points above industry standard and maintained score during Q4 where 80% of order volume is generated.

Brand C

Brand C was an existing brand leveraging inefficient platforms and an entirely internal customer care team. We provided the following services:

  • Migration from Gorgias to Zendesk resulting in 30% cost savings.

  • Leveraged offshore team to support reduced internal team resulting in 75% cost savings.

  • Provided brand with reporting templates to track critical KPIs.

  • Established reporting to share customer feedback with key stakeholders across marketing, product, and logistics teams.