Case Study: How SupportZebra Helped a Health Brand Achieve 98% CSAT

Established over ten years ago, this health and wellness company aims to empower individuals to manage their wellbeing proactively.

They have created an all-encompassing daily dietary supplement that blends 75 essential vitamins, minerals, and superfoods from whole foods, probiotics, and adaptogens into a convenient serving.

Committed to using only the finest ingredients and adhering to stringent manufacturing processes, their products are NSF Certified for Sport and manufactured in TGA-registered, GMP-registered facilities.

With an unwavering dedication to fostering a healthier world, this company consistently strives to innovate and positively impact its community and the environment

Challenges

When the partnership began, the company had a small team of agents at SupportZebra handling their US account. However, as their needs grew, the team expanded by more than 500%.

This substantial increase in agent capacity highlights the company’s challenge in scaling its customer support operations to match its business growth.

The company had very high expectations for its customer service, particularly regarding first response times and CSAT (Customer Satisfaction) scores.

They aimed for a 95% or higher CSAT score and set aggressive first-response times, such as 30 seconds for chat and phone, and 2 hours for emails.

Consistently meeting and surpassing these demanding targets required a partner who could deliver exceptional efficiency and speed.

The company undergoes frequent changes, with its processes and requirements evolving every few months. This dynamic environment posed a challenge in ensuring the customer service team could quickly adapt to new directives and maintain performance standards.

SupportZebra’s ability to seamlessly adjust to these changes without compromising service quality was crucial for the company.

Solutions and Results

SupportZebra has been a trusted ally to the Leading Health and Wellness Company, offering a wide range of support solutions throughout their long-standing 13-year collaboration. Let’s take a closer look at the array of solutions they have provided:

Human Capital Growth – SupportZebra facilitated the client’s workforce growth, expanding the team from ten to 85 agents and showcasing their ability to support rapid scaling.

Global Support – SupportZebra provides comprehensive support across North America, the EU, the UK, Australia, and Singapore, ensuring efficient assistance worldwide.

Language Support – SupportZebra offers multilingual support, with a primary focus on English, effectively catering to the diverse customer base of its clients.

24/7 Operations – SupportZebra’s round-the-clock service ensures customers receive timely assistance at any hour, enhancing overall customer satisfaction.

Multichannel Support – SupportZebra enables communication through voice, email, chat, text, and social media, providing customers with flexible and convenient support options.

Additional Support Services – SupportZebra offers VIP support, review management, back-office support, and special project assistance, demonstrating their versatility in meeting diverse client needs.

Preferred Partner Status – As the top-performing vendor among the three, SupportZebra leads in human capital and lines of business, highlighting its reliability and excellence as a partner.

Client Satisfaction – SupportZebra received a 9 out of 10 rating in a Q1 2024 partner survey, praised for their efficiency, effectiveness, responsiveness, and positive approach.

Performance Metrics – SupportZebra consistently exceeds performance expectations, achieving a 97-98% CSAT score, surpassing the client’s 95% target, with industry-leading response and resolution times.

SupportZebra has proven to be an essential ally for the health and wellness company, enabling them to expand their customer support services effortlessly.

With a wide range of solutions, including fostering human capital development, offering global and multilingual support, ensuring round-the-clock availability, and achieving outstanding performance metrics, SupportZebra has consistently exceeded the client’s high standards.

The client commended SupportZebra, declaring, “SupportZebra has empowered us to establish a productive and successful collaboration. They are receptive and flexible, consistently executing tasks with a can-do attitude!”

For more information about SupportZebra - visit the SupportZebra Website

Author: SupportZebra
Reviewed by: Rachael Trickey