Challenge:
A fast-growing E-commerce company in the USA struggled with high customer churn due to inconsistent support quality and long response times. Their in-house team couldn’t scale fast enough to keep up with demand, leading to frustrated customers and lost revenue.

Solution:
OutsourceCX deployed a specialized customer support team trained in the brand’s tone and values. The team handled inquiries across phone, email, and live chat with a focus on first-contact resolution and personalized interactions. A data-driven approach was implemented, tracking NPS, CSAT, and response time improvements.

Impact:
 41% reduction in response times within the first 90 days
 Customer retention increased by 32% due to improved service quality
 NPS score jumped from 54 to 71, turning support into a competitive advantage