E-commerce Fashion Brand Scales Support
How we helped a growing fashion retailer reduce response times by 90% and save $3,200 monthly while improving customer satisfaction
About the Client
Industry: Fashion E-commerce
Size: Mid-market retailer
Platform: Shopify Plus
Markets: US, Canada, UK
This growing fashion brand specializes in sustainable women's clothing and accessories. With rapid growth came increasing customer service demands that their small internal team couldn't handle effectively.
They were receiving 200+ daily tickets across chat, email, and social media, with complex inquiries about sizing, returns, and product care instructions.
The Challenge
Multiple pain points were hurting growth and customer satisfaction
Slow Response Times
- • Average 8-hour response time to customer inquiries
- • 24-48 hour resolution for complex issues
- • No weekend or evening coverage
- • Customers abandoning carts due to unanswered questions
Overwhelmed Team
- • 2-person support team handling 200+ daily tickets
- • High stress and burnout among staff
- • Inconsistent responses and knowledge gaps
- • No time for proactive customer outreach
Poor Customer Experience
- • CSAT score of only 78%
- • Increasing negative reviews mentioning support
- • Customers calling multiple times for same issue
- • Lost sales due to unresolved pre-purchase questions
Rising Costs
- • Considering hiring 4-6 additional support staff
- • Estimated $8,000+ monthly payroll increase
- • Need for management and training resources
- • Office space and equipment costs
Our Solution
A comprehensive support transformation in just 2 weeks
16-Hour Coverage Implementation
Deployed dedicated chat and email teams covering 6 AM - 10 PM EST, 7 days a week. This provided coverage during all peak shopping hours and weekends.
Custom Training Program
Developed comprehensive training covering their entire product catalog, return policies, sizing guides, and brand voice guidelines.
Initial training
Catalog mastery
Role-play practice
System Integration & Optimization
Integrated with their existing Shopify store, Gorgias helpdesk, and Klaviyo email platform for seamless operations and data flow.
The Results
Dramatic improvements across all key metrics within 30 days
Performance Metrics
Business Impact
"The transformation has been incredible. Our customers are happier, our team is less stressed, and we're saving money while providing better service. The Find Your Employees team feels like an extension of our brand."