How a Boston retailer saved $150,000 a year on customer service
Electronics & gadgets retailer · Boston
The client pays only for the support it uses, without hiring for peak season.
The challenge
Customer inquiries spiked during peak shopping seasons, causing long waits and lower satisfaction.
Keeping quality consistent got harder as volume grew, and hiring and training in-house agents for seasonal surges didn't pay off.
What Triple did
Custom training. Triple built a training module around the retailer's products, policies and common issues.
Flexible staffing. A team of remote reps trained on the client's products, scaled up and down with the season.
24/7 coverage and QA. Round-the-clock support, with monitoring, feedback, regular reviews and refresher training.
The results
- $150,000 saved every year compared with hiring and training in-house.
- Higher customer satisfaction from faster, 24/7 responses and consistent quality.
- The team can focus on product development and marketing instead of the support queue.
Your first week is risk-free.
Not happy with the service or your VA in the first 7 days? You get a full refund.
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