D2C home goods brand

E-commerce & Retail · Customer Support

11 min

First response

93%

CSAT

-45%

Cost per contact

The challenge

Holiday volumes tripled and a three-person in-house team was answering tickets 40 hours late, dragging CSAT to 71%.

What we did

1
Modelled peak volumes and staffed a 12-agent seasonal pod
2
Rebuilt macros and the help centre to deflect WISMO contacts
3
Introduced daily QA scorecards and a weekly calibration call

Next step

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