Leading Furniture Brand Doubles Support Headcount and Cuts Abandon Rate 20% in 3 Weeks with AI-Enabled Platform

The Client

Our client is leading residential and commercial furniture brand known for ergonomic, sustainable designs.

The Helpware Environment

Helpware provides a fully managed, bilingual (English and Spanish) customer support and order processing solution.

The Challenge: Scaling Support Rapidly While Maintaining Quality

The client was expanding product lines and entering new markets, which demanded a larger, high-performing support operation—fast.

Low staffing levels resulted in:

• Low staffing levels
• Overloaded agents, long wait times, and rising abandonment rates
• Slipping QA scores

All of which put customer experience and brand reputation at risk. The client needed to scale quickly—without compromising service quality.

Helping ‘Ware’ It Counts: We Engineered a Flexible, Tech-Enabled Staffing Model

To scale fast and stabilize operations, we:

• Deployed virtual machines (VMs) for secure, scalable remote work environments in Mexico, enabling rapid onboarding and a fully ramped hybrid team within three weeks—without physical infrastructure barriers.
• Implemented Calabrio for advanced workforce management and QA monitoring, including automated scheduling, real-time performance tracking, and structured coaching based on data insights.
• Powered real-time visibility with Power BI for live KPI dashboards and centralized training updates through SharePoint.
• Integrated Jabber and Finesse for faster internal communication, smart call routing, and streamlined escalations—reducing handle time and improving first-contact resolution.
• Optimized order processing with DispatchTrack, providing agents with real-time delivery updates to resolve shipping inquiries faster and reduce customer escalations.
• Revamped the knowledge base, tagging content by inquiry type to improve searchability and shorten ramp time.
• Delivered targeted L&D programs with weekly feedback loops and skills-based training to maintain high service quality as the team scaled.

The Results: Doubled Headcount, Shored up QA Scores, Reduced Abandon Rates

Helpware enabled the client to scale its support operation to meet rising demand quickly and effectively—without sacrificing quality:

• Doubled headcount in just 3 weeks
• Increased QA scores from 85% to 90%
• Cut abandon rates by 20%

Helpware scaled where it counted—and kept quality at the core.