The company was having trouble managing the increase in volume and wanted to improve its customer service operations.
The Solution
BiS implemented a system to track common customer contact reasons, providing insights into the brand's volume drivers. This led to the creation of targeted customer resources and an FAQ section on their help page.
The impact
85%
Reduction in First Response Time
12%
Increase in Customer Satisfaction Rate
98.4%
QA score received
02 Case Study
A well liked smart wearable brand
The Challenge
Rapid growth and internal expansion resulted in increased support volume causing longer wait times and decreased CSAT.
The Solution
Bis created a Tier 2 team to handle escalated issues. We also continued to provide support on email, chat, SMS, and social media channels.
The impact
>90%
CSAT since working with Compass
93%
Improvement in response time
03 Case Study
A household appliance company
The Challenge
The company wanted to improve the customer experience and regain good amazon ratings.
The Solution.
Compass transitioned the company to a nearly entirely outsourced and offshored customer service team. Agents were trained to de-escalate customers without offering monetary appeasements. Virtual Demo Services was also introduced.
The impact
4.6*
Amazon Overall Reviews Rating.
+12%
Customer satisfaction ratings between 2024 and 2025
45%
Reduction in demo service cost.
04 Case Study
An iconic consumer electronics provider
The Challenge
The company had received a barrage of negative social media comments related to supply chain issue.
The Solution
Bis suggested a proactive approach to customer outreach. Agents responded to all social media comments and helped to deescalate tense situations. The entire support process was redesigned.
The impact
20%
increase in customer satisfaction within 4 months
+18%
YOY increase in revenue.
05 Case Study
A prominent subscription-based
e-commerce brand
The Challenge
Reduce customer support operations cost and customer cancel rates, and improve outsourced teams quality.
The Solution.
BIS built and trained an support team that acts as an extension of the brand. We focused on customer cancellation and added a proactive chat channel to their website.
