Omnichannel CX Transformation for Fashion Retailer
Unified voice, chat, email, and social CX operations for a fast-growing D2C fashion brand scaling through peak seasons.
The Challenge
A fast-growing D2C fashion brand was managing customer support across 4 separate tools — WhatsApp, email, voice, and Instagram DMs — with different agents handling each channel, causing inconsistent experience and 72-hour average resolution times. Peak season (Diwali, End of Season Sale) caused complete capacity collapse.
Our Approach
Deployed a unified omnichannel platform: voice, WhatsApp, email, and Instagram DMs in a single agent console.
Structured a 60-agent team with cross-channel certification — every agent capable of handling any channel, reducing queue imbalance.
Built a Peak Season Playbook: pre-season volume forecasting, training sprints, and a rapid-hire ramp protocol enabling 3x base capacity within 2 weeks.
Implemented a knowledge base with 400+ articles aligned to the brand's product catalogue, return policy, and escalation matrix.
Monthly NPS measurement via post-interaction surveys across all channels with weekly reporting to brand's founder and ops team.
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