Scale up Personalized, Cross-Channel Support and Boost CSAT to 92%

The Client

Our client is a women-led intimates brand built around inclusivity, comfort, and confidence. Headquartered in New York, the company offers a curated line of lingerie for women of all shapes and sizes, supported by a three-tier membership model and doorstep delivery.

The Helpware Environment

Helpware supports the client with specialized customer engagement teams:

• 10 voice sales support agents in Guadalajara, Mexico
• 10 nonvoice (chat and SMS) support agents in Manila, Philippines
• Channel-specific roles to increase speed and accuracy
• Full-service support across chat, email, and SMS

The Challenge: Scale up Full-Circle Support While Keeping a Personal Touch

The client needed a partner who could match its brand—supportive, human, and high-touch. Goals included:

– Support all three membership tiers with care and precision. Resolve general and product-specific inquiries quickly.

– Track shipments, manage returns, and handle final sale questions. Manage refunds and subscription cancellations using proper due diligence.

– Maintain high CSAT without compromising response speed. Act as product experts and brand advocates—not just agents.

Helping ‘Ware’ It Counts: Ensuring Channel Mastery and Brand Fluency at Scale

Helpware launched client support in June 2020 with a structure built for focus and speed.

• Mastery training—Agents were trained by channel to build deep product knowledge and brand alignment.
• Scenario-based learning management system (LMS)—80% of training content was based on real and simulated customer tickets.
• Daily ticket assignments—Automated tools kept queues moving and eliminated backlogs.
• Biweekly coaching—Real-time ticket assessments enable agents to course-correct quickly.
• Daily huddles—Shared goals and best practices boosted alignment and morale.
• Tool navigation + Scenario bank—Every detail of structured thought processes and guided resolution playbooks was designed to build agent confidence and deliver consistently great service.

The Results

Within just 40 days, Helpware surpassed all targets.

• High CSAT across all channels: 92.2% (vs. the goal of 90%)
• Productivity score: 58 (vs. the goal of 50—internal scoring model)
• Improved queue management led to faster resolution times
• Lower average handle time

Helpware now operates as a seamless extension of the client’s brand—delivering support that’s responsive, personal, and ready to grow.