Case Study: Floyd improves customer experience with Boldr

Floyd boosts CSAT and cuts response times with Boldr

Floyd, a Detroit-based furniture company focused on sustainability and durable products, faced the challenge of building its customer experience program while needing to focus on core business strategy and growth. As a startup, their team was handling all frontline customer support themselves and sought an ethical outsourcing partner, Boldr, to whom they could trust their customers.

Boldr implemented a solution by building a dedicated customer support team in South Africa that aligned with Floyd's values. The Boldr team quickly mastered Floyd's systems, improving ticket volumes, response times, and CSAT scores. They proactively identified a manufacturing defect causing a spike in issues and helped flag unclear website policies, enabling Floyd to improve its site content. The partnership provided Floyd with a polished, trustworthy operation that brought a human touch to customer support.

Floyd