In 2019, we partnered with a rising health and wellness e-commerce brand looking to elevate their customer experience across all touchpoints. The brand offered a wide range of nutritional supplements, organic skincare, and wellness products with a large customer base in the United States and Canada. They needed a reliable and experienced general support partner to manage increasing volumes of customer requests without compromising on quality or response time.
Our role was to provide full-spectrum general customer support, acting as an extension of their in-house team and taking full ownership of customer interactions via phone, email, live chat, and social media.
We worked closely with the client to deeply understand their product range, brand tone, policies, and customer expectations. Our agents received comprehensive training on the company’s wellness philosophy, product ingredients, shipping guidelines, and refund/exchange policies.
We established an integrated support system using tools like:
This allowed our team to seamlessly manage all customer touchpoints from a single dashboard.
With agents strategically located in multiple time zones, we ensured round-the-clock assistance. Whether a customer reached out during breakfast or midnight, we had someone available to help them.
We maintained a friendly, supportive, and knowledgeable tone, treating each interaction as an opportunity to build long-term trust. Customers were addressed by name, and past interactions were referenced to avoid repetition.
General Support
Ongoing since 2019
USA
Multichannel Customer Assistance, Returns & Refund Management, Product Queries, Order Tracking, Feedback Handling
| Metric | Before | After (within 6 months) |
|---|---|---|
| Avg. Response Time | 18 hours | 6 hours |
| Avg. Resolution Time | 36 hours | 11 hours |
| CSAT (Customer Satisfaction Score) | 86% | 97% |
| Refund Processing Time | 5 days | 24-48 hours |
| Return Handling Errors | 4.5% | <1% |
| Repeat Customer Rate | 22% | 31% |
