From Cost Center to Growth Driver
How a Dedicated Support Team Transformed a Retailer's Customer Service Operations
Case Study > Customer Support
The Challenge:
Spiraling Costs, Declining Satisfaction
The Client
E-Commerce / Retail
Online Retail Company
Industry
Service
Managed Customer Support
Core Goal
Improve CSAT & Efficiency
An online retail company was struggling with its customer service. High agent turnover led to inconsistent service quality, long wait times, and a plummeting Customer Satisfaction (CSAT) score. Their support center was viewed as a costly necessity rather than a strategic asset. Lacking a dedicated training program and quality control, they were caught in a reactive cycle, unable to resolve core issues or leverage customer interactions to build loyalty.
"They didn't just provide agents; they provided a strategy. Our customer support is now one of our biggest strengths, driving loyalty and repeat business. The transformation has been remarkable."
Chief Operating Officer, Online Retail Client
The Solution:
A Managed, Quality-Focused Support Team
We delivered a fully managed customer support solution designed to rebuild service quality from the ground up. This included creating a dedicated team of support agents, a quality assurance manager, and a team lead, all trained to embody the client’s products, brand voice, and customer values.
Comprehensive Training & Development
We developed and implemented a rigorous training program focused on product knowledge, empathy, and first-call resolution, ensuring consistent, high-quality service.
Workforce Management & Quality Control
We introduced advanced workforce management tools to optimize staffing during peak hours and established a continuous quality control loop to monitor performance and deliver ongoing coaching for consistent improvement.
Our Services
+40%
Point Increased in CSAT
-50%
Reduction in Wait Times
+35%
First-Call Resolution
-15%
Overall Support Cost
“The new support structure elevated both performance and accountability. Service levels improved across every metric, and customer satisfaction reached its highest point in years. The transition was smooth, efficient, and strategically impactful.”
Customer Operation Manager, Online Retail Client