Case Study: a leading residential and commercial furniture brand doubles support headcount and cuts abandon rates with Helpware

a leading residential and commercial furniture brand doubles support headcount in 3 weeks with Helpware

A leading residential and commercial furniture brand faced the challenge of rapidly scaling its customer support operations due to market expansion, without compromising quality. Low staffing levels led to long wait times, rising abandonment rates, and slipping QA scores. They partnered with Helpware to implement a managed, bilingual customer support and order processing solution.

Helpware deployed a tech-enabled staffing model featuring rapid deployment of virtual environments, AI-driven call routing with Jabber and Finesse, and real-time performance dashboards with Calabrio and Power BI. This solution allowed the client to double its support headcount in just three weeks. The results included cutting abandon rates by 20% and increasing QA scores from 85% to 90%.

Leading Residential and Commercial Furniture Brand