Support Staffing & Outsourcing
For Online Retail Brands Outgrowing Their Support Model
You’re Rethinking CX Structure
You’re responsible for scaling your customer support, but the current setup isn’t working.
Maybe your service volume is surpassing the capabilities of your in-house team and there’s no new hires on the horizon. Maybe you’ve been outsourcing to freelancers and VAs and it’s time to invest in a structured BPO. Maybe your current BPO isn’t performing and you need to transition to another one.
You want to make a move without risking service quality, overwhelming your team, or choosing the wrong partner.
The Challenge of Moving Support Teams
Shifting the who, where, and how behind your support team is a high-risk operation.
Navigating the vendor landscape without insider knowledge can be challenging.
Proposals that appeared cheaper upfront end up costing more than expected.
Transitions without a strong plan are frustrating and messy.
Different training and communication requirements between in-house teams and BPOs can lead to long ramp-up times and underwhelming results.
The wrong BPO costs time, money, and customer reputation.
Why Brands Turn To The CX Coach
I’ve guided DTC retail brands through successful transitions for years. From choosing the right BPO partner, to guiding successful onboarding, and setting the foundations for continuous service quality, I bring a seasoned, insider perspective and proven playbook to help you achieve success!
My role is to help you move with confidence while protecting both your customers and your team.
The CX Coach Process
My goal is to help you make confident decisions about AI that empower you to deliver results
Discovery Call: We’ll align on your goals and challenges
Opportunity Assessment: We’ll deep-dive into your support setup, systems and metrics and align on a plan
Transition Roadmap: Develop a tailored transition plan that works for your business and minimizes risk
Curated Partner Recommendations: We’ll identify a short-list of your best partner options
Facilitated Partner Evaluations: Together we’ll navigate partner conversations and negotiations with confidence
Knowledge Transfer & Training Guidance: You’ll learn the tools and best practices for ensuring a smooth launch
On-Going Support After Go-Live: Advisory during your first 30 days after go-live.
Overworked Internal Teams
Underperforming BPOs
High Support Costs
Let’s Connect!
Ready to ease the load of your internal team? See the performance you’ve been waiting for at every WBR? Delight your CFO by keeping costs in check?
Let’s chat about your goals and challenges and see if there’s a fit!