Case Study: Urth scales customer support and improves CSAT with Boldr

Urth cuts First Response Time by 35% with Boldr

Urth, an Australian photography equipment company with a strong environmental mission, faced the challenge of rapidly scaling its customer support team to handle a surge in demand during the COVID-19 pandemic. Their internal team was stretched to its limits, requiring a scalable outsourcing solution. They sought a partner aligned with their values, which led them to vendor Boldr.

Boldr provided a seamless outsourcing solution for customer support, quickly improving key metrics. Within 60 days, First Response Times were reduced by 35%, and Customer Satisfaction scores consistently exceeded 90%. Boldr's hiring process ensured a stable, long-tenured team, which contributed to Urth's high revenue metrics and allowed the companies to collaborate on shared impact projects like mangrove planting.

Urth