Case Study: Feather streamlines its customer journey with Boldr

Feather streamlines customer experience with Boldr in seconds

The customer, Feather, a furniture rental subscription company, was seeking to streamline its high-touch customer journey while maintaining a world-class, empathetic experience. Their in-house Customer Experience team, led by Director Liz Hettler, needed to shift from day-to-day operational worries to more strategic initiatives. To address this challenge, Feather partnered with the vendor Boldr for outsourcing support.

Boldr implemented a solution that handled the day-to-day customer service operations, including the hiring and filtering of agents aligned with Feather's values. This allowed Feather's leadership to focus on strategic improvements to the customer journey. The partnership with Boldr provided Feather with a sustainable and surprisingly easy outsourcing experience, freeing the internal team from operational stresses and contributing to a more streamlined customer experience.

Feather