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Case Study: The Kooples achieves a premium, scalable live-chat customer experience and 24/7 coverage with iAdvize
A iAdvize Case Study
The Kooples - Customer Case Study
The Kooples, led by Nam Tran, Global Head of Client Experience, needed to resolve a high volume of online customer queries while preserving a premium, authentic experience—including coverage outside standard office hours. After a formative personal experience with poor service, Nam prioritized emotional quality of service and sought a scalable way to handle FAQs across email, phone, social and real-time channels.
The brand implemented live chat with iAdvize and engaged vetted, fashion‑savvy independent experts who are trained on Kooples’ updates and integrated into the team via a live feed. This solution extended coverage into evenings and weekends, maintained authenticity at scale, and boosted customer satisfaction, revenue and lifetime value.
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The Kooples
Nam Tran
Global Head of Client Experience