Loop Service Case Study

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:

1. clearing up backlogs of unanswered customer tickets,
2. shortening our lengthy first response times to tickets, and
3. 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