The startup is an online B2B marketplace that connects c.15 000 brands and designers with 200 000 boutiques in 14 different markets. Having recently closed a significant funding round, and having reached the unicorn status, the company’s sails were set for growth and expansion. It required an outsourcing partner that could support them in operating in different countries with a multilingual solution, as well as an experienced and reliable customer service provider with extensive industry knowledge, especially in the startup ecosystem.
In less than 1 month, we supported the company with a multilingual team of e-commerce experts who knew how to solve customer issues in no time, 24/7.
Additionally, we extended the support to manage platform content posted by brands (moderation according to platform guidelines) and payment services.
We trained c. 100 agents to cover the company’s customer service, brand support, platform content moderation and payment services in French, German, Dutch, English, Swedish and Spanish with operations coming from Romania and Spain.
- 90% CSAT on average for customer support
- 95% CSAT on average for brand support
- 90% CES on average for Brand Integration
- 50% more tickets managed in Q2 vs Q1