Case Study: Leading Luxury Retailer scales holiday support and protects customer experience with Liveops

Scaling Holiday Support for a Leading Luxury Retailer

Leading Luxury Retailer, one of North America’s most iconic luxury department stores, needed outsourced customer support for major seasonal surges like the holiday and anniversary sale periods. During peak demand, the retailer was understaffed, internal hiring was paused, and other vendors were missing staffing targets, causing service levels to slip and putting the customer experience at risk. Liveops was brought in to provide scalable support across voice, messaging, and chat.

Liveops quickly ramped up by onboarding 671 agents and adding 4,250+ extra support hours, while also deploying real-time analysts and quality staff to stabilize service. The result was more than 8 million customer inquiries handled, 16,000+ follow-up tasks resolved, and expanded omnichannel coverage across 350+ contact types, with Liveops outperforming other vendors on key metrics like AHT and CSAT.