The client is a global corporation specialized in acquisitions and strategic partnerships. The company offers a wide range of services including priority fulfillment, eCommerce businesses, software development, and strategic planning for worldwide clients mostly in the apparel and fashion industries.
The customers of this particular apparel and fashion brand were highly dissatisfied primarily due to the slow response time. Additionally, they had quite the ticket backlog. The client was in dire need of a reliable customer service team to help support the 20 brands they operated. They needed an experienced team of professionals to handle the whole customer journey for their VIP and regular customers.
A dedicated Customer Experience team of well-trained agents was the solution they needed to increase sales conversions, revenue, and improve overall customer experience.
It started with one customer experience agent. After a while, we added one more additional agent to cover support during the weekends. All conversations with customers were managed through Gorgias for live chat and email support. The team also used Shopify for order and returns management.
Our team of customer experience agents helped with publishing posts on social media channels for the client’s multiple brands. Each week they would schedule different promotional posts that helped raise brand awareness and bring new customers to the website. They also took care of incoming messenger inquiries.
Dedicated customer experience agents were managed by an assigned LTVplus Customer Success team that made sure the agents hit the desired goals of the business.
The team consisted of:
All of the agents were undergoing constant training and were coached repeatedly, to ensure the smooth launch and integration with the client’s support team.
With a dedicated customer support team from LTVplus, we helped the client’s eCommerce brands generate more than 300 sales and $18,000 in revenue.
With our agents helping with social media, the client also experienced an increase in brand awareness and website traffic coming from social media.
We could not be happier that we outsourced our customer service management to LTVplus. At first, we were skeptical because we own and operate ten eCommerce websites, all with associated social media accounts. We also sell on multiple marketplaces.
From the very beginning, we were pleased with their level of professionalism, organization diligence. The leadership team quickly built out standard operating procedures and a playbook for success. They learned everything about our 20 brands of men’s apparel, including the nuances between them.
LTVplus migrated us from Zendesk to Gorgias to reduce costs and improve efficiencies. They successfully recruit and train customer service managers and agents that genuinely care about providing outstanding customer service experience. Every one of our KPIs is through the roof, including the first touch, ticket resolution, and CSAT.
I highly recommend LTVplus for your outsourced customer service needs.
World-class customer service outsourcing for businesses of all sizes.
