John Carter
Head of Marketing
Female-owned Apparel Brand Improved First Response and Full Resolution Time by 75% Through a Hybrid Customer Service Team
Implementing HelpFlow’s CS Service not just improved Customer Satisfaction but also reduced response and resolution times by at least 75%. These were achieved by us providing HelpFlow-trained customer service agents and improving their internal processes by setting up automation, tags, and efficient macros.
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Project results
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Our featured client is a female-founded apparel brand that wants a scalable Customer Service Team. Initially, they had their CS Team in-house, composed of a tier-one agent who acts as the POC/manager of the CS Team and a tier-two agent that’s doing most of the administrative work.
Their CS Team was okay until their tier-one agent decided to resign which left them with a much junior agent. The owner was very much challenged at that time to find a replacement for the tier-one agent, much more training the new agent to be able to work at the capacity of their old employee. They hired a part-time tier-two agent but it didn’t help at all in managing their customer service.
This is where HelpFlow’s service came in to save the day. Because of our CS service, we were able to recruit 2 full-time agents, train them following the client’s internal process and manage them using our own HelpFlow management team to ensure that they are meeting the client’s service level and even exceed their expectations.
Key Results
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Launched in 3 Weeks - This includes hiring and training of 2 full-time Customer Service Agents
80% Improvement on First Response Time - from 15 Hours to < 3 Hours with HelpFlow.
75% Improvement on Full Resolution Time - from 16 Hours to < 4 Hours with HelpFlow.
Key Results
Launched in 3 Weeks - This includes hiring and training of 2 full-time Customer Service Agents
80% Improvement on First Response Time - from 15 Hours to < 3 Hours with HelpFlow.
75% Improvement on Full Resolution Time - from 16 Hours to < 4 Hours with HelpFlow.
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Higher Customer Satisfaction - 96% Customer Satisfaction to 98% with HelpFlow
A Closer Look at the Client’s Business
Our client is an innovative female-founded lifestyle brand that is committed to providing high-quality, comfortable, and sustainable clothing options for women. The company was founded on the belief that fashion can be both stylish and ethical, without compromising on comfort.
The client understands that their customers want to look good and feel good while making a positive impact on the planet. That's why they use only the finest sustainable materials, including organic cotton and bamboo, to create their products. Their clothing is designed with the modern, conscious consumer in mind, offering versatile and timeless pieces that can be worn for any occasion.
Their collection includes a range of comfortable loungewear, stylish activewear, and trendy everyday wear. Each piece is designed to provide maximum comfort, while also being kind to the environment. They believe in transparency and strive to ensure that their products are ethically made, from start to finish.
They are committed to creating a better future for our planet and our people. They believe that fashion can be a force for good, and they are dedicated to making a positive impact on the world through their products.
Soft and Cozy Clothing that Gives
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Our Client believes that something comfortable can still look fabulous. And that is the main purpose of the business, which is to design a clothing line that women will love because the brand makes them look good and feel good every single day.
For every purchase, 10% of the profit goes to survivors of sexual abuse and 1% goes to environmental non-profits to create a healthier planet. Not only does the company provide high-quality and comfortable apparel but they also give back to the community and they help take care of our environment.
A Closer Look at the Client’s Business
Our client is an innovative female-founded lifestyle brand that is committed to providing high-quality, comfortable, and sustainable clothing options for women. The company was founded on the belief that fashion can be both stylish and ethical, without compromising on comfort.
The client understands that their customers want to look good and feel good while making a positive impact on the planet. That's why they use only the finest sustainable materials, including organic cotton and bamboo, to create their products. Their clothing is designed with the modern, conscious consumer in mind, offering versatile and timeless pieces that can be worn for any occasion.
Their collection includes a range of comfortable loungewear, stylish activewear, and trendy everyday wear. Each piece is designed to provide maximum comfort, while also being kind to the environment. They believe in transparency and strive to ensure that their products are ethically made, from start to finish.
They are committed to creating a better future for our planet and our people. They believe that fashion can be a force for good, and they are dedicated to making a positive impact on the world through their products.
Soft and Cozy Clothing that Gives
Our Client believes that something comfortable can still look fabulous. And that is the main purpose of the business, which is to design a clothing line that women will love because the brand makes them look good and feel good every single day.
For every purchase, 10% of the profit goes to survivors of sexual abuse and 1% goes to environmental non-profits to create a healthier planet. Not only does the company provide high-quality and comfortable apparel but they also give back to the community and they help take care of our environment.
The Challenge: Build a Scalable Customer Service Team for the Client
Before HelpFlow started with this client, they had a very lean CS team that’s composed of a tier-one agent who not just handles tickets but also manages their tier-two agent who’s responsible for resolving most of their CS tickets and other administrative tasks.
As a business, it’s important to ensure that you have enough team members to handle all of the Customer Service tickets being received by the company from their customers but also make sure that they have a reasonable number of team members to keep the cost of their Customer Service Team controlled and well within their budget.
Managing this team size can have both its pros and cons. This kind of Customer Service structure will allow you to minimize the cost of your Customer Service Team. However, when your business grows, this setup can be very challenging to scale. Not only that, when you lose a team member, without your own recruitment team and training team, it can be a challenge to replace that team member. This is exactly what happened to this client.
Their tier-one agent decided to leave the company. While they still have their tier-two agent, the remaining agent isn’t good at training and managing new team members. The task of onboarding a new agent falls on the plate of the business owner.
Perfect timing for everyone because HelpFlow has just launched our CS Service which is why when the client learned about our new service, they were game and excited to communicate and consider the possibility of us handling their CS team and process.
Goals for Working With HelpFlow
In the end, the client needed to see a number of things happen in order for our partnership to be a success.
- Be able to launch within a month and be able to replace their tier-two Customer Service agent who’s leaving the company - With the amount of growth that the company has experienced before HelpFlow, the resignation of one of their team members came in as a surprise and they know that if they will not be able to replace their team member immediately, their Customer Service team and Customer Satisfaction will be negatively impacted.
- Strong Customer Satisfaction thru faster response and resolution - Before HelpFlow, their Customer Satisfaction is already very high and one of the things that they would like to ensure is that even if they outsource their Customer Service to HelpFlow, they want to keep their Customer Satisfaction high by us providing the same speed or response and resolution of tickets or better.
- Being able to adapt to the company’s Unique Brand Voice - one of the most common concerns on outsourcing Customer Service is the failure to adapt to the company’s Unique Brand Voice and this is one of the important things that the client expects from HelpFlow–our agents being able to communicate with their customers using a tone that’s uniquely developed by the internal Customer Service Team for the brand.
- Scalable Customer Service Team - by outsourcing Customer Service to HelpFlow, the client expects that with the guidance given by the business, HelpFlow will be responsible for sourcing and recruiting agents, and training and management of the entire team. This is exactly what will make their Customer Service Team and Process scalable.
Take the first step today and schedule your free strategy call.
Client Benchmark
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Internal team Members: 1 Tier-One Senior Agent and 1 Tier-Two Junior Agent
Customer Satisfaction: 96%
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First Response Time: 15 Hours
Full Resolution Time: 16 Hours
Client Benchmark
Internal team Members: 1 Tier-One Senior Agent and 1 Tier-Two Junior Agent
Customer Satisfaction: 96%
First Response Time: 15 Hours
Client Benchmark
Internal team Members: 1 Tier-One Senior Agent and 1 Tier-Two Junior Agent
Customer Satisfaction: 96%
First Response Time: 15 Hours
Full Resolution Time: 16 Hours
The Strategy: Full Implementation and Management of a Hybrid Customer Service Team by HelpFlow
After performing a full Customer Service audit of the client’s business, HelpFlow was able to put up a Customized CS Strategy that would help the business achieve a scalable hybrid customer service team. This strategy was built on the following strategic points:
Strategy #1: HelpFlow to Provide the Client a Full Customer Service Team for the Price of Two Agents
HelpFlow’s CS Service doesn’t just provide our customers with an agent but a full CS Team composed of a Recruitment team, Training team, and Operations Management Team. So by having HelpFlow, we will be responsible for sourcing candidates for the agent roles, onboarding and training new team members, and management of the whole team to ensure that SLAs are met, functions and duties are performed and performance management measures are applied when needed.
Strategy #2: HelpFlow to Learn the Business and its Internal Process
During the start of the service, a series of calls was conducted for HelpFlow to gather all of the information that they need to be able to learn the business and map out all of its existing processes. From this, our Recruitment Team was able to identify the profile of the agents needed to be able to run their Customer Service Team effectively. At the same time, our Learning Team was able to gather all of the information that they needed to be able to create a full suite of Training modules that would equip any new agent with the knowledge that they need to become a successful team member for the client.
Stats on Cart Abandonment
According to Forrester research, shopping cart abandonment currently causes eCommerce brands to lose a staggering $18 billion in yearly sales revenue.
Reasons for abandoning carts can include lack of clarity about the order, questions about shipping or discounts, and “just browsing”, according to OptinMonster.
On phone devices, Barilliance says cart abandonment can be as high as 80.79%.
Barilliance tells us that cart abandonment email open rates are incredibly high at around 43.3%.
Strategy #3: HelpFlow to Work with Remaining Internal On-site Team Members to Build a Hybrid Customer Service Team
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While HelpFlow will be responsible for managing the whole Customer Service Team, it is best if a Hybrid Customer Service Team is put in place. This allows the business to provide direct communication between the business and HelpFlow and escalations or higher-level tickets are endorsed for immediate resolution.
Strategy #4: HelpFlow to Integrate Live Chat Service Not Just as a Sales Channel but CS Channel
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HelpFlow normally uses Live Chat as a Sales Channel to Recover Cart Abandonment. However, for this client, we are integrating Live Chat as a Customer Service Channel so that all CS inquiries are handled by HelpFlow’s Team and then all higher level tickets are then routed to the client’s internal team.
