SUNGLASSES ECOMMERCE
Hawkers Success Story
Reply time
From 2 days to less than 4 hours
CSAT Increase
From 2,1 to 4,2
Australia Opening
High-class CX during expansion era
The Problem
Between 2016 and 2018, Hawkers was a rapidly growing brand expanding into new markets. Their internal team of 15 people was overwhelmed with managing customer complaints, returns, and inquiries. The company did not want a traditional call center, so they needed a solution that would allow them to efficiently manage growth, direct responses to consumers, and create technical support from scratch.
Our solution
4-step plan
We intervened to help Hawkers optimize their customer service. The following actions were implemented:
The customer service team was optimized, reducing the number of agents to a sustainable level.
Support was provided for Hawkers' expansion into Australia, managing all pre- and post-sales interactions, including logistics, pickups, and returns.
Zendesk, Salesforce, and Shopify were introduced to improve customer service. Flume, Orlo, and Hootsuite were used for omnichannel social media management, including both comments and direct messages.
Successfully managed a flow of 2,500 tickets daily.
The outcome
3 high-class KPI's
They already saved up to 30% of team allocation
Boosting the best CX teams
IT'S TIME FOR A MOVE
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Start saving up to 30% of team allocation with our CX Formula