Case Study: HART achieves white-glove luxury resale support with Harte Hanks

HART resolves 1,600 tickets in month one with Harte Hanks

Harte Hanks partnered with HART, a leading luxury consignment company, to address challenges in scaling its customer support. The client was experiencing explosive growth and needed to seamlessly manage seasonal volume spikes while maintaining the high-quality, white-glove service its luxury consignors and buyers expected.

The solution implemented by Harte Hanks was a concierge-level support system across email, chat, and voice channels. This approach provided personalized engagement and process-driven scalability. The results were highly successful, with Harte Hanks resolving 1,600 tickets in the first month, achieving an 82% CSAT score, and seamlessly supporting the client during a record-breaking quarter for new consignors.

HART