Case Study:
Drip Creationz
VWN’s Intervention:
Omnichannel Customer Support
The Problem
Drip Creationz and Tuned In Tokyo are e-commerce brands offering specially designed footwear and streetwear. These sister stores operate on Shopify and had massive success in early 2021.
When a secondary wave of supply chain problems hit the globe after the Pandemic, both brands were faced with shipping and fulfillment challenges. This resulted in an influx of support tickets from confused and eager customers.
The existing customer support team was unable to keep up with the volume of support requests, so Virtual Worker Now’s team of agents stepped in.
Massive Improvements
The following improvements to rating, response, and resolution took place.
How We Did It
VWN’s first task was to absolve the Drip/Tuned Operations team of their Customer Service duties entirely. They had been closely involved with support ever since order volume began to exceed their expectations, which prevented them from focusing on actual brand growth.
By offering a more affordable team solution, VWN was able to institute a leadership hierarchy within the CS department. The leaders not only assigned and monitored KPIs for handling the initial backlog, but they collected daily data as well.
Using the collected data on peak and lull order periods, VWN’s leaders proposed and established a new schedule that optimized the team’s efficiency.
On top of the more efficient schedule, we consistently added macros and templates in accordance with common support requests. Because VWN has worked with many other brands in a Customer Support role, our CS managers were already familiar with the process of implementing modular template responses.
On top of the more efficient schedule, we consistently added macros and templates in accordance with common support requests. Because VWN has worked with many other brands in a Customer Support role, our CS managers were already familiar with the process of implementing modular template responses.
All in all, our team was able to hit the ground running with a well equipped team and system, thanks to our affordability and experience.
About 6 weeks into the assignment, VWN also began to take on social media support requests. This omnichannel service was not offered by the prior partner, and quickly led to investment in a new CS platform to consolidate responses.
Ultimately, VWN’s team saw the following changes:
