The Client
A fashion-focused SaaS company based in New York City, this client provides a robust wholesale management platform designed for modern fashion brands and retailers. Their technology helps streamline complex B2B workflows—managing orders, inventory, and buyer communication across multiple regions and stakeholders.
As their platform gained traction internationally, so did the demand for a more agile, responsive, and scalable customer support solution.
The Challenge
As customer growth accelerated, the client’s internal support capacity struggled to keep pace. Their users spanned time zones from the U.S. to Europe, Australia, and Japan—creating operational gaps that impacted response times and customer satisfaction.
Key challenges included:
- 24/7 Global Support Needs: Customers across four continents required real-time assistance, but internal resources were limited to standard U.S. hours.
- Multichannel Support Demands: Users reached out via chat, email, and phone, each with distinct expectations for speed and resolution.
- High KPI Expectations: The client needed to uphold ambitious service-level benchmarks to maintain trust and satisfaction across regions.
- Budget Flexibility: Scaling in-house would have required significant overhead and slowed down time to hire—posing risk during a critical growth phase.
The Solution
The client selected 1840 & Company as their customer support outsourcing partner, valuing the cultural alignment, budget-conscious model, and our ability to quickly deploy global talent.
Our approach included:
- Strategic Global Staffing: We sourced a team of 10 customer support agents strategically distributed across time zones to ensure seamless 24/7 coverage, including EU, US, AU, and JP shifts.
- Omnichannel Service Delivery: Agents were trained and embedded into the client’s support ecosystem, handling live chat, email, and phone inquiries with speed and accuracy.
- KPI-Driven Execution: We helped the client meet or exceed their core performance goals, including:
- 96% customer satisfaction (CSAT)
- 15-second average first response time via chat
- Less than 4-hour first response time for emails
- Flexible Operational Model: Our team scaled coverage hours and focus areas as the client’s needs evolved—maintaining full alignment with their support budget and quality standards.
The Outcome
1840 & Company’s engagement allowed the client to elevate their global customer experience without the burden of internal staffing expansion.
They gained:
- Consistently high CSAT ratings, showing sustained customer satisfaction across markets.
- Significant improvements in response times, meeting the fast-paced expectations of fashion industry clients.
- Seamless coverage across multiple time zones, eliminating service gaps and improving reliability.
- Operational flexibility, enabling the client to respond to shifting needs without disruption.
The partnership remains active, with 1840 & Company continuing to adapt support operations in sync with the client’s growth, product roadmap, and evolving user demands.
