Open Cloud

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

95% SLA Success and 70% Call Answer Rate Enhanced BabyBjörn's Customer Support

BabyBjörn, a leader in the baby products market, faced challenges in managing customer experience due to the increasing number of clients and orders. Emily McCormack, the sole customer experience representative at the New York office, realized the need for a strategic partner to help manage these growing demands, especially with the launch of a North American eCommerce shop. The existing internal processes weren't sufficient to handle the expanded customer base, leading to operational stalls and increasing pressure on customer support. In response to these challenges, BabyBjörn partnered with a third-party company, Boldr, to create a dedicated, consumer-facing team that aligned with BabyBjörn's family-centric culture. Boldr's ability to design custom-oriented teams with shared values simplified the partnership process. The collaboration also included transitioning to a new CRM platform, Zendesk, which had its complexities but promised improvements in customer experience through better data capturing and agent guidelines. The multilingual capabilities of Boldr further strengthened BabyBjörn's European support, ensuring seamless revisions and support across different languages. As a result of these initiatives, BabyBjörn significantly improved its customer support metrics. They achieved a Reply Within SLA rate of 95% and an Answered Calls rate of 70%, enhancing their overall service efficiency. This partnership allowed Emily to focus on other vital work projects, improving the department's flexibility and responsiveness. The transition to Zendesk also positioned BabyBjörn to leverage best practices and optimize their key performance indicators.

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Boldr

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

95% SLA Compliance and 70% Call Answer Rate Achieved in BabyBjörn CRM Overhaul

BabyBjörn, a renowned Swedish family-owned company in the baby products market, faced a significant challenge with their customer experience operations as they expanded globally. Emily McCormack, the sole CX representative in their New York office, noticed the rising needs due to increased client and order numbers. To improve service and prepare for the launch of a North American eCommerce shop, Emily realized the need for additional support to maintain the premium customer service BabyBjörn is known for. To address these challenges, BabyBjörn partnered with Boldr to develop a scalable, flexible, and cost-effective customer service team. Boldr's culturally aligned, custom-oriented teams helped manage the influx of customer inquiries without resorting to automated systems. Additionally, BabyBjörn transitioned to a new CRM platform, Zendesk, with Boldr's assistance, which included migrating data and ensuring agents were well-equipped with agent-only articles and revisions to FAQs for European support teams. The result of these initiatives was impressive SLA compliance, as Boldr maintained a 'Reply Within SLA' rate of 95% or above for email and chat support. The voice support also maintained a 70% call answer rate. Customer satisfaction ratings remained strong with a consistent score of 8, demonstrating the successful partnership between BabyBjörn and Boldr to enhance their customer experience without compromising quality.

Delivered by

Boldr