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Hawkers × CX case study
Reply time from two days to four hours, CSAT from 2.1 to 4.2, and a smooth launch into Australia — while running 2,500 tickets a day across a full omnichannel suite.
The problem
The problem
Hawkers' support was slow and oversized — average reply time stretched to two days and CSAT had fallen to 2.1, on a single contact channel. At the same time the brand was opening a new market in Australia and needed pre- and post-sales coverage the existing setup couldn't give.
Our solution
The CX operation we ran
Right-sized the team
Restructured the support team to a sustainable, efficient size without losing coverage.
Powered the Australia launch
Ran all pre- and post-sales for Hawkers' Australian expansion — logistics, pickups and returns included.
Omnichannel suite
Introduced Zendesk, Salesforce and Shopify for support, with Flume, Orlo and Hootsuite for omnichannel social management.
High-volume operations
Stood up the processes to absorb a steady flow of 2,500 tickets a day without reply time creeping back up.
The outcome
The outcome
Reply time collapsed from two days to four hours, CSAT doubled from 2.1 to 4.2, the Australian market launched on a stable support operation, and team cost dropped by up to 30%.
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