Case Study: Caraway leads empathetic CX and scales support with Boldr

Caraway boosts CSAT to its highest level with Boldr

Caraway, a fast-growing e-commerce company, faced the challenge of scaling its customer experience operations to manage tremendous growth following a successful holiday season. They needed a partner to help them adopt a hybrid support model and sought a business process outsourcing (BPO) vendor that aligned with their human-centric values. They partnered with Boldr to outsource these operations and integrate their existing freelance team.

Boldr implemented a solution that provided Caraway with a dedicated team, primarily based in South Africa and the Philippines, to handle customer support. The partnership was founded on a shared value of empathy, which became a key performance metric. By empowering their agents and focusing on the voice of the customer, Caraway, with support from Boldr, achieved their highest-ever CSAT scores and drastically reduced response times.

Caraway