Loop Service Case Study
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.
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.
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.
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
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.
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
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.
CEO, OneBlade Inc
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What our clients have to say
Loop understands the subscription marketplace which already puts them ahead of the crowd. With Loop, you don't just give them a list and be done with it. Jesse brings ideas and opportunities to you - sometimes ideas that don't benefit him a bit. That's a true partner.”
Eagle Financial Publications
“Loop soon proved to be an income generator for our subscription based webmaster tools related business. We were all pretty much overwhelmed by the month to month growth and the revenue per client that was generated in a very short period of time.
Co-founder and CEO, Azooki Founder, Leadya Services, Inc. Director of
“He has been instrumental in transforming contact centers into profit centers by increasing bottom-line margins of multiple customers.”
Solid State Optronics
“He puts premium on teamwork but appreciates innovation as well. I will specifically highlight his not resting on his laurels, so to speak – he constantly looks for ways to get better, learn more and improve on his execution.”
Je Froilan Clerigo
JM Clerigo & Associates Law Office
“I have seen Jesse come in and completely turn around a call center. Everything from changing ineffective hierarchy structures, and outdated rules; and more importantly, building a team that wants to, and can, support the goals and vision he lays out.”
Founder & CEO
Clean Tech Lighting and Power
“Jesse brings the right entrepreneurial spirit and strong work ethic to his company, and combined with his deep understanding of the call center space and unique insights into the needs of subscribers.”
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US: 1 855 947 5667 (LOOP)
UK: 44 20 8077 0673
AU: 61 2 8073 5261
111 Paseo de Roxas Ave Makati,
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.
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
Set goals with you
We study your business, products, marketing, customers, website and tech
We plan out how to talk to your customers and deliver the results and quality you need
We build processes and a formal training program
We hire and train a brand new team of agents and a manager
We setup tech for you, reports, quality, compliance, branding, and more
We launch your service and rapidly increase performance to achieve your goals
We manage and improve your service over time, keeping current on all changes
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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.