Sneakers & streetwear
Snipes × CX case study
5,500 monthly interactions, ~250 calls a day. We stood up a dedicated bilingual CX team, cut response time in half and dropped unanswered calls from 30% to 5%.
The problem
The problem
Snipes was running high support volume across email and phone — around 5,500 interactions a month and 250 calls a day — on a Spanish-only team. Returns, order status and transportation questions dominated. Up to 30% of calls went unanswered and response time sat around five minutes. The operation couldn't scale with the brand.
Our solution
The CX operation we ran
Defined service hours
Monday to Friday, 09:00–21:00, with capacity to scale during peak demand.
Bilingual coverage
Added English alongside Spanish — the team had been Spanish-only — to cover the brand's real customer base.
Dedicated trained agents
Two fully dedicated agents trained on Snipes' policies, with a third on call for peak demand.
Unified tooling
Email and switchboard calls handled through Salesforce, 3CX and Slack for incident management and internal comms.
Measured intake
Typeform-based intake to track consumer volume and case types — measurable, qualitative data on every interaction.
Monthly reporting
Monthly reports with the full KPI set, so optimisation decisions ran on numbers, not guesswork.
The outcome
The outcome
Response time dropped from five minutes to 2.5, unanswered calls fell from 30% to 5%, and the operation freed up roughly 30% of team allocation — all while volume kept growing.
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