Loop Service Case Study
OneBlade
How Loop Contact Solutions transformed a premium razor company's backlog of customer tickets into a Fortune 500-class customer care machine and a new revenue stream.
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Company
Nearly a decade ago, in a small barbershop in Rimini, Italy, Porter Stansberry experienced a perfect straight razor shave. He was so inspired that he decided to recruit a design team to build him a razor that would bring the Italian barbershop shave home. This was the birth of OneBlade, which began designing high-quality safety razors and accessories in late 2013. OneBlade razors went to market in 2015.
Challenge
OneBlade customer support needed assistance in the following three major areas:
- clearing up backlogs of unanswered customer tickets,
- shortening our lengthy first response times to tickets, and
- increasing customer service revenue.
Some of our tickets were going more than 72 hours with no answer, which is a bad experience for the customer who just dropped $200+ on a razor.
Because of our long wait times on live chat responses, paid site traffic was going waste. Potential customers attempting to get answers from our chat became disinterested and navigated away. And a combination of a complex tech stack hampered recruitment and training of new CX team members. As a result, our CX team missed CSAT and revenue goals.
Solution
Loop thoroughly analyzed our business starting with a review of nearly 300 customer support tickets. Using these data points, Loop helped me …
- identify every reason why people contact us for customer support
- identify optimal outcomes for each request -- whether customer support, sales, or retention
- develop detailed processes and procedures, a writing style guide, templated email & chat responses, and phone scripts
Loop worked closely with us to create scripts consistent with OneBlade’s
brand. These documents became the foundation of OneBlade’s new customer service
program.
In addition, Loop also created quality audit forms, knowledge-based tools,
process flows and other tools to help us standardize our customer service,
training, and project management. Plus, Loop established quality guidelines and
performance objectives for the team.
Once the complete set of processes and call center service materials were
created, Loop’s customer service team executed this new system. Loop’s veteran
team carefully responded to our emails, focusing both on those with the longest
wait times and the newest ones. The team was also monitored regularly to ensure
the highest levels of customer care.
Results
After just two weeks of working with Loop, we not only eliminated our
backlog, but we created a process that delivered a ticket First Response Time of
1 hour.
Loop focused on both productivity and the quality of service provided, as proven
by email audits and client satisfaction ratings. Loop CSAT scores have ranged
from 4.8 to 5 stars on a regular basis. Our Loop agents made a point to create a
standard operating procedure every time a ticket came up that presented a
scenario they had not seen before. Our internal team at OneBlade confidently
took the time to explain exactly what to do in every previously unseen case,
knowing that Loop was taking detailed notes and we'd likely not have to deal
with that scenario again.
These combined efforts contributed immediately to OneBlade’s top line as we
unlocked a new revenue channel. Loop has been a pleasure to work with. We
appreciate their help during such uncertain times.
Charlie Pyles
CEO, OneBlade Inc
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What you get

Specialist Sales, Support and Retention Call Center
Founder Jesse Rosenthal and Loop's Senior Leadership team have decades of experience helping many of America's biggest brands to build and run world-class support services and high-performance sales and retention campaigns.
Specialized solutions and services
We have studied the customer journey of various businesses and learned their pain points and opportunities. From that, we've developed 4 solutions and 13 services that increase acquisition, retention and deliver cross-sells and upsells at key points throughout the customer journey. Our services are customized for each client, enabling us to start up new high-functioning call center services quickly.


Strategic planning and process creation
We create and customize processes for each product we will sell and support. We also plan for every communication channel , whether inbound or outbound. These are then cascaded to our agent teams via an in-depth formal training program.
- Sales and retention services - we create strategies, tactics, offers, and more;
- Customer support services - we create end-to-end processes, a knowledge base, call flows, quality assurance programs, and more.
Fully utilized agents who can do phone and email, or sales and support
Each agent is trained separately for each of your products and services to be able to handle both sales and support, whether inbound or outbound. We maximize agent productivity by letting them switch from inbound sales calls to email support, outbound phone to inbound sales and customer services, and more, as needed. We do this while maintaining the highest standards in all channels and service types.


Premium management, support, and frontline agents
Our headquarters are in the center of talent in the Philippines. We select and nurture the best talents to help our clients grow. We go beyond skill and also look at compatibility. A team will be assigned to become your brand ambassadors who will know your product or service inside out. Aside from a strict 4-layer screening process, we conduct monthly refresher training programs to ensure they’re in tip-top shape while representing your brand. Our dedicated HR team knows how to pick the top market agents who have great potential. Our Operations team will train them to become top-performing agents, delivering world-class customer service and exceptional sales results.
Save money and scale your business
We give you the right number of dedicated, skilled, trained agents for your business without overstaffing (and overspending). When you add new products, websites, marketing campaigns, and customers, we expand our scope, learn about the changes, update your processes, and train the agents. As your business’ phone, email, and chat needs grow, we add agents. If you need to scale back, we can do that too.


Project launch team of senior sales and support experts
You will get a seasoned call center operations sales or support manager with extensive experience in launching new services. We will immerse ourselves in your business, build and launch your new service, and manage the team as performance ramps up, to reliably achieve great results.
All-inclusive
We provide fully managed call center services with your goals in mind. We can use your existing processes and/or create new ones for you based on your needs. We are flexible enough to help you scale your business faster.

How it works
Frequently Asked Questions
We are confident in our processes. Our clients often get their ROI upfront because we continuously monitor and improve to reach your goals faster.