Bold Beans – Improving customer response times and satisfaction
Our client's thoughts
“Having someone dedicated to customer support has taken so much pressure off the team. It’s helped us scale without sacrificing the customer experience.”
– Amelia Brown, Founder, Bold Beans
Introduction
Bold Beans is a fast-growing food brand selling direct-to-consumer across the UK. As online orders increased, so did the volume of customer queries, and the internal team was struggling to keep up.
The challenge
Customer support was being handled by whoever had time. Emails were piling up, response times were slow, and customers were starting to complain. The founder knew the team couldn’t scale effectively without dedicated support, but wasn’t ready to hire in-house.
The solution
Outsourcery placed a Customer Support Specialist to handle all customer service queries. The Outsourcerer now manages the shared inbox, responds to enquiries, tracks order issues, and updates the FAQ and knowledge base. They also provide weekly feedback summaries to help the wider team spot trends.
The outcome
Customer response times improved dramatically and inbox stress disappeared. The team now has a reliable first point of contact for all support queries, and customer satisfaction is on the rise. The brand looks and feels more professional with every customer interaction.
If you’re seeking to enhance your online presence and drive growth, consider exploring how the professional and adaptive services of Outsourcery can support your journey. Reach out today and start exploring the benefits to your business.
