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Sneakers & streetwear · CX case study
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%.
Before
Snipes' support took in about 5,500 interactions a month across email and phone, including some 250 calls every day, and only Spanish speakers were answering. Most contacts were about returns, where an order was or how it was being shipped. As many as 30% of calls rang out with nobody picking up, and a reply took about five minutes. That setup was never going to keep pace as the brand grew.
After
Customers waited 2.5 minutes for a reply instead of five, and missed calls dropped to 5%, against 30% before. Volume grew the whole time.
Two agents worked only on Snipes, trained on the brand's policies, and a third stepped in whenever demand peaked.
Customers writing in English got answers in English. Until then the team had covered Spanish only, which didn't match who was actually buying.
The service opened at 09:00 and closed at 21:00, Monday to Friday, with spare capacity ready for the busiest days.
Email and switchboard calls ran through Salesforce and 3CX, while Slack carried incidents and the conversation between teams.
A Typeform intake recorded volume and case type, so each interaction left behind hard numbers and qualitative notes.
Once a month, every KPI went into a single report, and each optimization was decided from it.
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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