Case Study: Shokz
Overview
Shokz (formerly Aftershokz) is disrupting the traditional headphone industry space with open-ear listening and patented bone conduction earphone technology. From its inception, Shokz has seen a number of significant milestones that have helped the company see unprecedented growth.
They tapped CrewBloom’s outsourced customer support services towards the end of 2020. They were in search of the top 2% of global talent who can assist them in providing their customers with exceptional support experience, while positively representing their brand.
Challenge
The nature of their business and their customers meant that they would receive a high number of inbound customer service calls, emails, and inquiries. With a limited number of employees, Shokz did not have the capacity to handle all inquiries in a timely manner in-house. With a need to continue funding marketing and expansion activities, they also needed team members to oversee customer support. Having to manage their budget meant reduced labor costs, however, they did not want to compromise on the quality of staff. Shokz found CrewBloom’s outsourcing model as the most cost-effective way to scale their customer service operations and improve the maximum efficiency of their process.
Outcome
CrewBloom formed a team of support specialists who engaged and responded to Shokz' user base via phone, chat, and email. A Client Success Manager was also assigned to oversee their day-to-day activities, delegate tasks, and track productivity while ensuring timely resolutions on all tickets submitted.
CrewBloom was able to solve three critical problems for Shokz. Not only have we achieved a 100% resolution rate, but we also maintained an average 5-star customer satisfaction score rating. Further, CrewBloom helped reduce their costs by over 70% in comparison to the cost of onshore talent.
Kristen, Director of Customer Experience
