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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:
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 …
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.
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
Our numbers
90%
Inbound Conversions
25%
Saves
95%
Quality Score
150%
ROI
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What you get
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.
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 upsellsat 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.
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.
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.
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.
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.
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 serviceswith 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.
Focus on the big goal, perfecting your product or service, or getting the word out there, while we take care of bringing the customers to you.
We have an all-inclusive fee that takes care of everything from strategy to training to management. Reach out to us to get a quote based on what your business needs.
Any. We work with companies of all sizes, across multiple industries. Often small businesses come to us just needing an agent or two, then quickly increase to ten, or much more. Our goal is to help your company grow big, or even bigger.
We are confident in our processes. Our clients often get their ROI upfront because we continuously monitor and improve to reach your goals faster.
All of our Senior Leadership team members have over a decade each of experience creating and running high quality sales and support services for small and large businesses across a wide variety of industries. We’ve taken everything we’ve learned to create solutions and services that specialize in sales and retention. We put in the time and effort to study our clients’ business, products or services, and customer needs in order to provide services that deliver the best results.
111 Paseo de Roxas Ave
Makati, Metro Manila, 1229
Philippines
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