Challenge

A U.S.-based global fitness retail brand found that meeting the brand’s high standard of customer satisfaction became more difficult during a planned business expansion phase due to:

• Limited multi-language, culture-specific support
• Falling CSAT scores
• High customer churn
• Limitations in the operating model that made it difficult to meet growth demands

Solution

In addition to deploying a robust multilingual, multichannel support team, our team of experts:

• Established a stronger team structure for reporting, training, and everyday customer support
• Focused more closely on creating regional market awareness, with on-site operations
• Used data analysis to drive proactive recruitment and ongoing training as necessitated by the expansion
• Facilitated faster order processing, as well as real-time forecasting, and reporting