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BrooklinenThe customer this was delivered for.Action CenterSave this case, request the same outcome from Boldr, share it, or get in touch.

Over 70 Team Members Deployed, Achieving 24/7 Support for Brooklinen

In the spring of 2020, Brooklinen faced an unprecedented challenge due to the early stages of the COVID-19 pandemic. With expectations of high customer demand during Black Friday and Cyber Monday, they realized their existing outsourcing partner was insufficient to handle the surge in customer inquiries. Maintaining quality customer support was critical to their brand, and they sought a new partner capable of upholding their brand values and delivering superior service efficiently. Boldr provided a solution by becoming the adaptable and brand-aligned extension that Brooklinen needed. The company placed a high value on maintaining brand loyalty and knowledge while staffing for seasonal surges. Boldr trained a custom-built team, understanding Brooklinen's focus on customer experience and deeply embedding into their processes and culture. Through rigorous testing and transparency, Boldr prepared for the holiday surge by implementing specialized LiveChat and voice support. The results were significant. Boldr successfully managed the seasonal peak, allowing Brooklinen to off-board their previous BPO partner. They increased their team from 7 to over 70 members globally, providing year-round customer support including 24/7 email, LiveChat, and voice coverage. The collaboration allowed Brooklinen to maintain its brand reputation while enhancing its customer service landscape, and Boldr continues to evolve its services alongside Brooklinen's needs.

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Boldr

BrooklinenThe customer this was delivered for.Action CenterSave this case, request the same outcome from Boldr, share it, or get in touch.

Brooklinen Expanded Team by 1000% for Peak Holiday Support with Boldr

Brooklinen, a leading luxury bedding company, faced a challenge during the early phases of the COVID-19 pandemic. Anticipating a massive surge in customer inquiries during Black Friday and Cyber Monday, they needed a partner to manage the expected high customer demand. Their existing partner found it challenging to scale during peak periods, prompting Brooklinen to seek additional reliable support for maintaining high customer service standards. Boldr stepped in as a new partner for Brooklinen, valuing the intricate brand values and cultural foundation the company had built. By deploying a custom-trained, brand-loyal team, Boldr catered to Brooklinen’s specific needs, prioritizing customer-centric interactions. Integration with Brooklinen’s internal processes and the company's distinctive retail experience led to successful delivery on Brooklinen's service expectations. With Boldr's support, Brooklinen met its holiday customer support goals and successfully off-boarded its previous BPO partner. Initial support included seven team members, which expanded to over 70 globally in subsequent years, providing 24/7 customer service coverage. This expansion played a critical role during seasonal peaks, enhancing Brooklinen’s customer service experience while growing a fruitful and enduring partnership with Boldr.

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Boldr