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Direct-to-consumer · Home goods
Mid-market DTC home-goods brand, Los Angeles: 24/7 support that paid for itself in 90 days
First-response time cut from 24 hours to 2 hours
Customer satisfaction (CSAT) up 45%
Revenue up 28% over 6 months attributable to support recovery
70% reduction in cost-per-ticket vs prior US-based contractor model
01
The Challenge
The brand was losing roughly $40k/month in sales to slow ticket response (24-hour first reply). They needed full 24/7 coverage across email, chat, and Shopify Inbox, but a US-based support team would have cost more than the revenue it would protect.
02
Our Solution
We deployed 8 customer-support agents on overlapping shifts for full 24/7 coverage, plus 2 virtual assistants handling order processing, refund workflows, and Klaviyo flows. The pod runs inside the brand's existing Gorgias + Shopify + Slack stack.
03
The Results
- First-response time cut from 24 hours to 2 hours
- Customer satisfaction (CSAT) up 45%
- Revenue up 28% over 6 months attributable to support recovery
- 70% reduction in cost-per-ticket vs prior US-based contractor model
The support pod and order-ops VAs have become integral to operations. Professional, responsive, and outcome-focused.
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