Case Study: Brooklinen achieves scalable customer support with Boldr

Brooklinen scales to 70+ support agents with Boldr

Brooklinen, a luxury bedding company focused on providing a high-quality, customer-centric experience, needed a reliable outsourcing partner to handle seasonal surges in customer inquiries, particularly for Black Friday and Cyber Monday. Their existing provider was struggling with peak demand. They partnered with Boldr to find a solution that would prioritize their brand management and maintain their superior service standards.

Boldr implemented a tailor-made team of customer support professionals trained specifically on Brooklinen's products and culture. The solution began with LiveChat support and expanded to include live voice support. The partnership was so successful that Brooklinen off-boarded their other BPO provider, making Boldr their sole service provider. The team grew from 7 to over 70 members globally, and Boldr now provides 24/7 email, chat, and phone coverage, successfully handling all of Brooklinen's seasonal peaks.

Brooklinen