In early 2020, we partnered with a fast-growing subscription box company that curated and delivered monthly lifestyle boxes containing eco-friendly, cruelty-free, and artisanal products. As their global customer base expanded rapidly, so did their need for reliable and responsive general support services.
They approached us with a challenge — their in-house support team was overwhelmed and unable to meet the expectations of a global audience. Language barriers, delayed response times, and inconsistent service quality were hurting their brand image. That’s when our team stepped in with a mission: Transform their customer experience into a strength and a competitive advantage.
To meet the company’s growing demands and global coverage, we developed a comprehensive support model tailored to subscription-based businesses.
General Support
2020 – Present
UK (serving global markets including USA, Canada, Australia)
Multilingual Customer Support, Subscription Management, Shipment Tracking, Billing Issues, Feedback Collection, Technical Helpdesk
Since the company catered to customers in over 20 countries, we built a team fluent in English, French, Spanish, and German. These agents were native or fluent speakers, trained to understand cultural nuances and local idioms to make communication more natural and personalized.
This localization strategy significantly improved rapport with customers and helped us gain trust across borders.
Our agents were trained to:
We used CRM platforms like Gorgias and Zoho Desk, fully integrated with the client's Shopify store, for real-time access to order and subscription data.
For customers anxiously awaiting their monthly box, shipping transparency was critical. We:
This proactive communication minimized anxiety and reduced the need for customers to follow up repeatedly.
To continuously improve the customer journey, we added a proactive feedback loop:
This allowed our client to fix systemic issues and maintain high retention rates.
Customers occasionally faced technical problems such as:
We set up a tiered support structure:
| Metric | Before | After (within 6 months) |
|---|---|---|
| Avg. Response Time | 24 hours | 5 hours |
| CSAT Score | 78% | 96% |
| Ticket Backlog | 850+ tickets | <50 tickets |
| Refund Request Resolution | 5-7 days | 48 hours |
| Subscription Retention | 62% | 81% |
| Multilingual Support Accuracy | N/A | 98% Satisfaction by Region |
