Sales & Client Services
DRAFT: The Liver Clinic scaled customer care across its brands with a dedicated support team from Outsourcery.
Two embedded Outsourcerers now handle customer care across The Liver Clinic's consumer brands, and their remit has grown as they've built trust with the wider business.
The challenge
When your product supports people's health, every customer reply shapes their confidence in what they are taking and the business behind it. Customer support becomes part of the brand experience. The Liver Clinic, a UK health brand specialising in liver support products, was scaling across multiple consumer-facing sites and needed dependable, always-on customer care to match the standard of the products themselves. Hiring locally at the required hours and level of care meant rising cost, long lead times and the employment complexity of building a customer support function from scratch.
The solution
The Liver Clinic partnered with Outsourcery to build a dedicated customer support team, two Outsourcerers splitting the workload across the client's consumer brands. Both are UK-aligned professionals employed by Outsourcery and integrated as members of the team. Together, they handle customer replies across delivery and fulfilment, order changes, message responses via HubSpot templates, and routing of queries to the right people in the business. The scope has grown over time, expanding into additional areas as the team has proven itself and built trust with the wider business.
The results
The Liver Clinic now has consistent, brand-aligned customer support across its consumer sites, run by a team that understands the product, the customer and the standard the business expects. The client built the capacity it needed to keep pace with growth, without the cost, time or employment complexity of hiring the same support locally.
