Case Study: Thinx achieves 4.9 CSAT with Omni Interactions

How Omni was able to score a 4.9 out of 5 customer satisfaction rating and 100% retention of remote brand ambassadors

Thinx, a New York-based retail company experiencing rapid growth, needed a BPO partner to handle high volumes of inbound customer calls and chats. Their challenge was to find dedicated brand advocates who could embody their unique brand and provide exceptional customer experiences, rather than focusing on traditional call center metrics. They partnered with Omni Interactions to find this tailored service.

Omni responded by quickly hiring, training, and deploying a team of remote brand ambassadors in just two weeks. This team successfully handled large seasonal spikes in volume. The solution delivered a 4.9 out of 5 customer satisfaction rating and a 100% retention rate for the ambassadors, allowing Thinx to maintain high service levels and meet its financial goals.

Thinx

Alice Warren

VP of Customer Intelligence