Case Study: Cratejoy boosts customer support efficiency with Boldr and Guru

Cratejoy reduces time-to-resolution with Boldr

Cratejoy, a company providing a platform for subscription box merchants, faced a significant scaling challenge as it experienced rapid customer growth. Their need was twofold: to create a comprehensive knowledge base for their support agents and to scale their customer support team to handle the increasing volume of inquiries from both subscribers and merchants. To address this, they partnered with vendor Boldr for outsourcing and utilized Guru's knowledge management software.

The solution implemented by Boldr involved building a high-performing support team that was onboarded and empowered using Cratejoy's existing Guru knowledge base. This provided agents with instant, verified access to information directly within their workflow. The results for the customer were remarkable, including a reduction in time-to-resolution and faster onboarding for new agents. Boldr's approach led to more consistent support, increased agent confidence, and ultimately happier customers.

Cratejoy