Case Study: BabyBjörn enhances customer experience with Boldr

BabyBjorn hits 95% reply within SLA with Boldr

BabyBjorn, a Swedish family-owned baby products company, faced a challenge in scaling its customer support to match its global expansion and the launch of a North American eCommerce shop. As the sole customer experience representative, Emily McCormack sought a flexible and cost-effective partner to handle increasing consumer inquiries and assist with a migration to the Zendesk CRM platform. She selected Boldr as the vendor for this support service.

Boldr implemented a custom, consumer-facing support team that became an extension of the BabyBjorn family. The solution provided scalable email, chat, and voice support in multiple languages, including French, German, and Spanish for European teams. Boldr also expertly managed the complex Zendesk migration, including data transfer and knowledge base setup. The partnership yielded strong results, with Boldr's team consistently exceeding a 95% reply-within-SLA rate and achieving a customer satisfaction (CSAT) score of 8.

BabyBjorn