Company Cloud

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

Reduced Time-to-Resolution and Faster Onboarding for Cratejoy

Cratejoy faced the challenge of scaling their customer support to match their rapid business growth. As their customer base expanded, they needed to maintain high standards of customer satisfaction while also managing an increasing number of inquiries across diverse categories. Additionally, Cratejoy had to ensure that their support team could efficiently process customer inquiries and support merchants using their platform. To tackle these challenges, Cratejoy partnered with Guru and Boldr. They employed Guru's knowledge management technology to create a comprehensive company wiki for support staff, enabling quick access to necessary information. Boldr provided outsourced customer support services, building a global team capable of adapting to Cratejoy's technology stack and maintaining Cratejoy's values. This collaboration ensured that new representatives were fully equipped with the information they needed right at their fingertips via integrations with tools like Slack and Google Chrome. The partnership yielded significant results for Cratejoy. They achieved reduced time-to-resolution by enhancing in-workflow knowledge, which also increased agent confidence. New agents experienced reduced time-to-first-call due to on-demand knowledge access, helping them quickly become effective in resolving customer issues. Overall, Cratejoy saw improvements in customer support consistency and efficiency, leading to happier customers and more empowered support agents.

Delivered by

Boldr

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

Cratejoy Achieved Faster Resolution & Agent Confidence with Boldr & Guru Collaboration

Cratejoy faced a significant challenge as customer growth surged, necessitating more robust customer support to maintain satisfaction. The complexity of managing a vast array of subscription categories—from books to food and more—required an efficient system to onboard and equip support agents with the necessary tools to succeed. This urgent scaling issue called for a solution that could handle the increasing number of inquiries while ensuring high-quality service. To tackle this, Cratejoy implemented a twofold solution. They utilized Guru's next-generation company wiki to establish a comprehensive knowledge base, which ensured new team members had immediate access to necessary information. Concurrently, they engaged Boldr, a purpose-driven outsourcing company, to assemble a global team that could seamlessly integrate with Cratejoy’s existing operations and tools. This collaboration allowed Cratejoy to adapt to the demands of their expanding customer base effectively. The results of this partnership were remarkable. Cratejoy was able to reduce the time-to-resolution significantly while bolstering agent confidence and overall efficiency. The integration of Guru’s trusted, accessible information helped decrease the time for new agents to handle their first calls. This paradigm shift helped Cratejoy uphold their commitment to delivering joy to their customers through superior service.

Delivered by

Boldr