Case Study: Shokz About the Company: Shokz was founded in 2011 in New York to pioneer bone conduction technology. Industry: Consumer Electronics 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 […]

Case Study: Shokz

May 6, 2022 2022-08-02 7:06

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.

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.

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