Brock Beauty

100% Resolution Rate

5-Star Average Customer Satisfaction Score

70% Reduction in Hiring Costs

Overview

Brock Beauty is an innovative natural hair and skincare company, committed to delivering healthy solutions to their ever-growing global network of users and fans. They are committed to delivering lasting results with affordable, healthy solutions to enhance and preserve natural beauty. The team at Brock Beauty is dedicated to their customer experience insisting on non-toxic, naturally-based products and building a team that surpasses the expectations of every customer.

Challenges

The nature of their business and their customers meant that they would receive a high number of inbound customer service calls, emails, and social media inquiries. With a limited number of employees, Brock Beauty did not have the capability to handle all inquiries in a timely manner. They also wanted to reduce labor costs to allocate more funds for marketing and expansion activities. Brock Beauty found CrewBloom’s outsourcing model is the most cost-effective way to scale their customer service operations and improve the maximum efficiency of their process.

Solution

CrewBloom has formed a team of specialists that engage with and respond to their user base – more like fanbase- via phone, chat, and email. The team is also responsible for Brock Beauty’s social media accounts like Facebook and Instagram. An Account Manager was assigned to oversee their day to day activities, delegate tasks, and track productivity while ensuring timely resolutions on all tickets submitted.

Results

CrewBloom has resolved the two main challenges Brock Beauty faced before partnering with CrewBloom. Not only have we achieved a 100% resolution rate however maintained an average 5 star customer satisfaction score rating. In addition, their costs were reduced by over 70% in comparison to the cost of onshore talent.

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