Real brands, real numbers

Real brands. Real numbers.

DTC and retail brands that turned CX from a cost into a line they can measure. Work by our team: helpdesk rebuilds and full CX operations.

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Cost centerRevenue line

CX that pays its own way.

Nude Project

Nude Project closed Black Friday 2023 with 2,000 tickets still open. Our team took the CX setup apart and put it back together over six steps, and the following peak was the best the brand had run.

First response time

Resolution time

Sales conversion from ticket

Sneakers & streetwear

Snipes

Around 250 calls a day and 5,500 interactions a month, answered by a Spanish-only team. Once a dedicated bilingual team took over, response time halved and missed calls fell to 5%, where they had been 30%.

Unanswered calls

Monthly interactions

Hawkers

Our team brought replies down to four hours from two days, lifted CSAT from 2.1 to 4.2 and handled up to 2,500 tickets a day across every channel through the brand's launch in Australia.

Business as usual.
Just smarter.

A free assessment of your brand on a 30-minute call. No slides: we analyze your helpdesk, your reviews and your social media first, and bring a governance proposal with goals.

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CX for modern commerce