Case Study: a women-led intimates brand boosts CSAT to 92.2% with Helpware CX support

a women-led intimates brand boosts CSAT to 92.2% with Helpware

The customer, a women-led intimates brand, needed to scale its personalized, cross-channel customer support while maintaining its high-touch, human brand identity. Their goals were to quickly resolve inquiries across all membership tiers, manage complex operational tasks like returns and refunds, and boost customer satisfaction scores without sacrificing speed. They partnered with Helpware to implement a full-service customer support solution.

Helpware established specialized teams in Mexico and the Philippines, providing mastery training and scenario-based learning to ensure brand fluency. By implementing automated tools for daily ticket assignments, biweekly coaching, and daily huddles, Helpware created a highly efficient support structure. This solution delivered exceptional results for the client, including a 92.2% CSAT score and increased productivity, surpassing all targets within just 40 days.