THE CHALLENGE
Our client, a popular US-based fashion brand specializing in premium apparel and accessories, faced the dual challenge of transforming its customer service from a cost center into a revenue driver, all while ensuring 24/7/365 availability and managing extreme seasonal volume spikes.
Key challenges included:
- Siloed Multi-Platform Support: Inquiries arrived simultaneously via Amazon Seller Central messaging, Zendesk Email, and Zendesk Live Chat. Customer Support Agents (CX) struggled to maintain a consistent brand voice and policy knowledge across platforms, leading to long response times and confused customers.
- High-Cost, High-Volume Returns: A lack of expert pre-purchase guidance resulted in a high volume of returns due to common issues like wrong size, poor fit, or color dissatisfaction. Reducing the costly return rate was a critical business objective.
- Peak Season Headcount Volatility: The client required a BPO partner capable of guaranteeing 200%+ temporary headcount scale to handle the massive surge in customer inquiries during critical periods like Black Friday, Cyber Monday, and Christmas. Failure to scale quickly meant lost sales and negative brand perception.
OUR
24/7 Omni-Channel Sales and Service
The customer support agents were fully trained and authorized to handle all three channels—Amazon, Email, and Live Chat via Zendesk, ensuring consistent brand voice and policies across all platforms, available around the clock.
High-Volume Elastic Headcount (HC) Scaling
Pre-emptive Hiring Pipeline: We maintained a continuous pipeline of pre-vetted, retail-experienced candidates who could be activated and integrated into the dedicated team structure with minimal lead time.
Guaranteed HC Targets
Leap Steam successfully met 100% of all required headcount targets during Black Friday and Christmas, with training cohorts initiated months in advance
Consultative Sales
The Customer Support Agents were trained to proactively address and resolve common retail pain points while simultaneously driving sales.
THE RESULTS
Customer Initiated Return Rate
From 15% to 8% after 3 months
Average Order Value Monthly
+25% Increase after 1 quarter.
Guaranteed Peak Performance
Zero operational bottlenecks during Black Friday/Cyber Monday, maximizing sales conversion during the most profitable weeks of the year.
