Problem
US-based apparel company wanted to cut down on customer support costs on their ecommerce platform + increase sales by offering live chat support to their customers.
Solution
We assigned 3 agents who would maintain pre-sale and post-sale support. The entire support system and order processing was delegated to 3 of our support agents.
Results
Sales went up 38% and overall customer satisfaction was improved. Customers received instant answers via live chat and email which converted into more sales for the brand.
Detailed Results: HiredSupport actively continues to maintain support for the apparel company. We handle about 125 orders per day and do phone verification for larger orders (as needed), live chat for pre-sale questions and for post-sale questions, email support, and handle a phone line during normal business hours. Since we have taken over support from the previous in-house employees for the apparel brand, sales have steadily grown and there has been more repeat customer business.
The apparel company previously had a team of 3 doing the same work but only during business hours. Since we understand that business happens all day and all night, we kept our agents working one per 8-hour shift. This gave the brand a 24-hour, 7 day a week, 365 days a year coverage for their customers. Not only did this mean 3x amount of time for support, but we were able to do a more effective job than the previous in-house employees and were able to do it for a third of the cost that the apparel company was paying their in-house employees.
