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Sunglasses · CX case study
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.
Before
Hawkers' customers waited two days on average for an answer, and CSAT had dropped to 2.1. Everything came in through one contact channel, and the support team was bigger than the operation needed. Meanwhile the brand was entering Australia, which called for help before and after each sale that the old setup had no way to provide.
After
Answers arrived in four hours instead of two days. CSAT climbed to 4.2, twice the 2.1 it started at, and Australia opened with support that held steady.
Headcount came down to what the operation could sustain, and every channel kept its cover.
Our team handled everything before and after the sale for Hawkers' move into Australia, from logistics to pickups and returns.
Support moved onto Zendesk, Salesforce and Shopify, and social channels were managed with Flume, Orlo and Hootsuite.
Processes were designed for days with 2,500 tickets, so a peak no longer pushed reply time up again.
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