Custom Apparel Company Launches Live Chat and Lifts QA Scores to 98% in 90 Days

The Client

Our client is a growing e-commerce company specializing in custom apparel and team gear via a platform where teams, organizations, and schools design, order, and manage custom-decorated apparel and equipment.

The Helpware Environment

Helpware acts as a flexible, fully managed extension of the client’s internal team to deliver omnichannel customer support (phone and live chat) and onboarding services.

The Challenge: Scaling Support and Improving Quality While Expanding Service Coverage

The client needed to scale support operations and expand service coverage without sacrificing quality as it continued to grow and onboard new customers. Key challenges included:

• Adding live chat to broaden its coverage
• Scaling onboarding and training to ensure faster ramp-up and consistent performance
• Maintaining high quality assurance (QA) scores as volumes increased

Helping ‘Ware’ It Counts: We Engineered a Flexible, Scalable Support Model

The new Helpware model focused on performance, quality, and customer experience:

• Launched a live chat support channel, integrated with AI-powered intent detection and automated triage to streamline inquiry handling.
• Optimized onboarding and training programs with structured learning paths, QA-aligned coaching, and skill development—reducing ramp time and improving agent readiness.
• Integrated key tools including Salesforce, Netsuite, and Calabrio for workforce management and QA monitoring to enable seamless tracking and performance visibility.
• Enabled real-time KPI monitoring with Power BI dashboards and centralized training content through SharePoint for easy access and consistent updates.
• Focused on proactive QA reviews and feedback loops, driving high agent performance and service consistency across channels.

The Results: Expanded Coverage, Higher QA Scored, Streamlined Agent Readiness

Helpware scaled where it counted—expanding coverage and maintaining a top-tier customer experience:

• Launched chat channel and achieved goal of 12 chats per agent per day
• QA scores rose to 98%
• Reducing ramp time by strengthening agent onboarding and training