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.

Project Details

GasBuddy faced challenges in scaling their operations with an effective global team. They struggled to find a reliable outsourcing partner that prioritized both business and employee welfare. The existing outsourcing models often put profits over the well-being of team members, making it difficult for GasBuddy to build trust and achieve growth. The company partnered with Boldr, a people-focused outsourcing firm, to assemble a team that reflects their values and business goals. Boldr's mission-driven approach helped create a solution that emphasized ethical business practices and meaningful career development for team members. This collaboration allowed GasBuddy to leverage global talent for driving business objectives without compromising on the well-being of the workforce. As a result of this collaboration, GasBuddy successfully expanded its operations globally, becoming supported by 1,500+ team members across 5 countries. Built on the foundation of ethical outsourcing, they achieved better trust and performance outcomes, solidifying their position in the market while contributing to local community growth through job creation.

Project Details

Coassemble faced challenges in managing their customer support operations efficiently while keeping costs under control. As their business grew, they struggled to maintain quality support without inflating their operational expenses. They needed a solution to scale their support effectively and ensure consistent service quality. To address these challenges, Coassemble decided to outsource key processes to the Philippines, partnering with Boldr. This strategy was aimed at leveraging Boldr’s expertise in outsourcing solutions to build a flexible team capable of adapting to Coassemble’s growing needs. The partnership focused on developing and training a local support team to handle customer inquiries, manage support tickets, and provide efficient service. The outsourcing initiative resulted in a significant transformation of Coassemble's customer support operations. Coassemble successfully expanded its support capabilities while keeping operational costs in check. The partnership allowed the company to improve service quality, ensuring that customer inquiries were addressed promptly and effectively, leading to enhanced customer satisfaction and loyalty.

Project Details

Clerk (Popspots) faced significant challenges in managing and scaling their business operations across different geographies. They needed a reliable outsourcing solution that could adapt to their evolving needs, offering flexibility while maintaining high-quality performance. The complexity of managing a geographically diverse team also posed unique hurdles in ensuring consistent service delivery and employee engagement. To address these challenges, Clerk (Popspots) partnered with Boldr to leverage their managed outsourcing services. Boldr provided a flexible and scalable global team through their Global Employment (EOR) service, enabling Clerk (Popspots) to manage local hiring efficiently. Boldr's people-focused approach, combined with their expertise in building high-performing teams, helped streamline operations and improve cultural diversity across Clerk (Popspots) workforce. As a result, Clerk (Popspots) achieved substantial growth and improved operational efficiency. Boldr's outsourcing solution enabled the client to scale their teams to over 1,500 members across five countries, enhancing their capability to provide services 24/7. This partnership not only facilitated business expansion but also helped establish a strong, geographically diverse workforce that supported Clerk (Popspots) in achieving its business objectives.

Project Details

Octane AI faced a significant challenge after being invited to the Shopify Plus Support certified technology program. The company needed to comply with stringent service level agreements, including providing a 24/7 support system with a 30-minute response time for critical priority items and a 6-hour response time for urgent items. They were seeking a scalable and efficient support strategy to meet these requirements. To address the challenge, Octane AI partnered with Boldr, which implemented a Flex Team to handle off-hour support requests outside of U.S. and European coverage times. This team operated effectively at nights and weekends to ensure continuous support. Additionally, Boldr customized Intercom to align with Octane AI's brand and ensured all inputs were routed into a single queue, enabling efficient responses to customer inquiries. The results were impressive as Octane AI successfully met the stringent Shopify Plus SLAs through the innovative solutions proposed by Boldr. A total of 9 different solutions were evaluated, with the final approach involving Google Apps Script automations for email queue management. This ensured that Octane AI could provide timely responses, ultimately allowing them to smoothly launch in the Shopify Plus marketplace.

Project Details

UrbanStems faced a significant challenge during the 2020 Mother's Day season, expecting extraordinary demand due to its own rising popularity and the impact of COVID-19 driving eCommerce volumes to record levels. The company needed to manage high-quality customer experiences despite the uncertainty and potential disruption in supply chains and logistics. To address this challenge, UrbanStems partnered with Boldr to develop a flexible and adaptable customer support strategy. Boldr helped UrbanStems prepare for various scenarios, enabling the company to scale support up to 10 times the usual number of agents during peak times. They focused on cross-training existing staff, hiring seasonal agents, and designing a staffing plan that allowed for both quick scaling and reduction as needed. The collaboration led to excellent results, with UrbanStems successfully managing record-high customer support volumes during Mother's Day 2020. Despite the volume being 130% higher than expected, the Boldr team efficiently handled customer requests, ensuring a smooth experience. The planning minimized customer follow-ups and optimized ticket prioritization, resulting in improved customer satisfaction and operational success.

Project Details

Urth, an environmentally conscious startup based in Australia, faced challenges managing an increasing number of customer queries as their business expanded. Their internal team struggled with the growing demand for customer service, which impacted their ability to focus on other strategic projects. The situation prompted them to seek a more scalable and sustainable solution to maintain their service quality amidst rapid growth. To address these challenges, Urth decided to outsource their customer support operations to an expert partner, allowing them to scale their customer service capabilities effectively. This move enabled Urth to leverage professional expertise in managing customer inquiries while focusing on other core business areas. The outsourced team was entrusted with the responsibility of providing excellent customer service aligned with Urth's values and operational needs. As a result of outsourcing, Urth experienced significant improvements in their service operations. The partnership led to reduced first response times and increased live chat coverage, enhancing the overall customer experience. The quality of service improved notably, allowing Urth to provide a more professional and dedicated support experience for their customers.

Project Details

Tractive, a leading GPS pet tracking device manufacturer, faced the challenge of expanding its operations globally, specifically in the North American market. They sought to enhance their customer experience by providing 24/7 multilingual support. To achieve this, they required diverse and multilingual customer support to supplement their internal efforts. This need for high-quality customer interaction led them towards outsourcing, while they focused on core expansion strategies. To address these challenges, Tractive partnered with Boldr in 2020 to handle a portion of their customer support operations. The collaboration focused on email and chat support using the Zendesk CRM system to ensure high-quality interactions with personalized responses. Boldr recruited an initial team of six members and offered support in various languages, helping Tractive realize their customer experience goals. The outsourced team's ability to embrace Tractive's culture and approach allowed the internal teams to concentrate on strategic growth initiatives. The partnership resulted in significant achievements for Tractive, including the ability to maintain a 4-day work week for their internal team while effectively managing customer support demands. The Boldr team expanded from six to 24 members, and the service efficiency metrics significantly improved. Tractive achieved a first response time of 30-35 seconds for chat support, well under the 60-second requirement, and resolution times for both chats and emails performed better than set targets. This collaboration continues to support Tractive's global expansion efforts by ensuring consistent and high-quality customer engagement.

Project Details

Babylist faced a significant challenge in building a scalable remote team that aligned with their company values while solving job security issues. As their user base grew, Babylist relied heavily on a large team of freelancers to manage customer support and operations. Although they gained flexibility and expertise from freelancers, issues such as lack of job security, IT support, and data privacy concerns limited the potential for long-term growth and team cohesion. To address these challenges, Babylist embarked on a mission to find a Professional Employer Organization (PEO) partner to manage employee-related responsibilities like benefits, payroll, and taxes. This transition aimed to retain the quality of freelance work while providing work contract benefits, thus ensuring security for their team and aligning with their core value of prioritizing people. After extensive research, Babylist chose Boldr for their alignment in culture, focus on data security, and comprehensive team support, which promised a seamless transition for the Happiness Heroes team. The partnership with Boldr resulted in significant improvements for Babylist. Despite initial concerns, the shift to Boldr led to 100% retention of their Philippines workforce, who previously expressed reluctance towards a structured work environment. The transition offered enhanced benefits such as health coverage, paid leaves, and mental health support. It strengthened the relationship between Babylist and its team members, ensuring job security and a positive, supportive work culture that aligned with both Babylist’s and Boldr's values.

Project Details

Before partnering with Boldr, Babylist faced challenges in managing its support team, which was spread across the Philippines with personnel working via individual contracts. This situation presented problems with IT security, scalability, and team retention. Babylist anticipated significant growth and aimed to retain at least 80% of their valuable team members, despite the complicated contract structure and the inefficiencies inherent in using personal devices for work. To address these challenges, Babylist adopted Boldr's Employer-of-Record (EOR) outsourcing model. This transition allowed Babylist to streamline their operations, improve compliance, and better manage IT resources by centralizing employee oversight under Boldr's service. The EOR model provided a formal structure for team growth and retention, encouraging alignment with local labor laws and offering stability to team members who had previously worked through informal, individual contracts. The results of the transition were significant. Babylist achieved remarkable outcomes by retaining 100% of their original team members, far exceeding their initial goal. Additionally, the support team expanded from 22 to nearly 100 members, across multiple departments and functions. This growth facilitated a broader scope of work within Babylist, enhancing both quality and efficiency in operations. With high QA scores and extensive positive customer feedback, Babylist experienced a substantial improvement in their support system's impact, all while maintaining a low attrition rate and reinforcing their people-focused culture.

Project Details

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.

Project Details

Interfolio faced challenges in managing their customer support desk, which saw an influx of high volume they couldn't keep up with. They initially started working with Boldr to handle their fulfillment processes, but as demands grew, they needed expertise in other areas like email, live chat, and phone support. Interfolio wanted a reliable partner that aligned with their values and could provide seamless communication and quality work across various aspects of their support operations. To address these challenges, Interfolio formed a partnership with Boldr, a mission-driven outsourcing company, to manage their support tasks and improve efficiency. Boldr provided resources to handle multiple processes, including fulfillment, email, and live chat support. This involved onboarding individuals who became integrated into Interfolio's team, participating in daily activities and regular communication to ensure alignment with Interfolio’s standards and values. Through this partnership, they could focus more on strategic operations while Boldr managed day-to-day support duties seamlessly. As a result, Interfolio expanded their capacity in support and quality assurance over the seven-year partnership without encountering any significant issues. This allowed Interfolio to maintain high-quality support services and adapt to varying workload demands efficiently. The partnership supported Interfolio's goal to ensure reliable and consistent support, with Boldr successfully integrating into Interfolio's team culture and delivering on their expectations.

Project Details

BibliU, a UK-based edtech company, faced challenges in managing seasonal customer experience (CX) demands during peak academic periods. Their main challenge was the increased volume of support required by universities and bookstores during these times, which ranged from basic troubleshooting to more complex issues that exceeded self-help capabilities. The need for scalability and reliability in their operations was crucial to maintaining service excellence. In response to these challenges, BibliU partnered with Boldr, an outsourcing company aligned with BibliU's values of ethical services and community upliftment. Boldr provided a dedicated team for customer care and quality assurance, ensuring that textbook implementations met university requirements. Over time, Boldr helped BibliU develop more streamlined and efficient processes, including specialized incident management and dedicated help articles to reduce support ticket volumes. By leveraging Boldr's support and process improvements, BibliU was able to significantly grow its business and enhance customer satisfaction. The partnership facilitated a community-oriented approach, allowing BibliU to expand and better serve their institutional clients. The collaboration also enabled flexibility through the addition of a dedicated QA team member and improved incident management processes, which were integrated into BibliU's permanent operations.

Project Details

Urth, an Australia-based company known for its photography equipment, faced significant challenges during the COVID-19 pandemic as their customer base rapidly expanded, leading to increased customer inquiries and overwhelmed internal support teams. Their mission-driven focus and commitment to environmental consciousness meant they needed an outsourcing partner who shared their values and could provide the scalability required to maintain high-quality customer support. To address these challenges, Urth partnered with Boldr, an outsourcing company that matched Urth's mission-driven ethos. The initial phase of the partnership involved a period of adaptation and mutual understanding to align processes and expectations. Boldr's B Corp certification and dedication to social and environmental responsibility played a crucial role in establishing this partnership, as it resonated with Urth's commitment to creating positive impacts. As a result of the collaboration with Boldr, Urth achieved remarkable improvements in their customer support metrics. Within 60 days of partnering, Urth reduced its overall First Response Time (FRT) by 35%, keeping it consistently below a 24-hour KPI threshold. In September 2023, Email FRT was 2h32m and Chat FRT was 2m52s. Their Customer Satisfaction (CSAT) rating remained high, with Email CSAT at 91% and Chat CSAT at 96%. The partnership enabled Urth to handle rapid growth effectively while staying true to their mission and values.

Project Details

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.

Project Details

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.

Project Details

GasBuddy faced significant challenges with rising operational costs and inefficiencies in managing its customer support operations. The internal team was stretched thin, leading to longer response times and reduced customer satisfaction levels. Additionally, the cost of maintaining an in-house support team continued to rise, pressing GasBuddy to seek a more cost-effective and efficient solution. To address these challenges, GasBuddy partnered with Boldr for managed outsourcing services. Boldr leveraged its global employment expertise to build a dedicated support team tailored to GasBuddy's specific needs. The team focused on improving response times and enhancing customer interactions while ensuring seamless integration with GasBuddy's existing processes. As a result of this partnership, GasBuddy successfully reduced its operational costs by $1 million annually. The outsourced team improved response times, leading to higher customer satisfaction ratings. GasBuddy's internal resources were freed up to focus on core business activities, leading to overall improvements in efficiency and performance.

Project Details

Coassemble faced challenges in scaling their operations while maintaining quality customer support and technical services. They needed a flexible and reliable solution to manage these tasks across different regions without compromising their core business focus. This presented a complex problem, as it required talent with the right expertise and the ability to operate seamlessly in a global context. To address these challenges, Coassemble partnered with Boldr for managed outsourcing. Boldr provided the needed expertise, infrastructure, and personnel to streamline their operations. By leveraging Boldr's global employment services and flexible outsourcing capabilities, Coassemble was able to build a reliable team that could handle their customer support and technical needs effectively, ensuring continuity and efficiency across multiple regions. As a result, Coassemble successfully hired over 1,500 team members across 5 countries, ensuring they could deliver consistent and high-quality services to their clients. The partnership with Boldr allowed them to scale their operations without compromising service quality, ultimately driving business growth and improving their competitive stance in the market.

Project Details

Boldr encountered the challenge of expanding their global presence while maintaining a cohesive and effective team across different regions and time zones. They needed to ensure that the outsourced teams could deliver consistently high performance and align with the company's mission-driven approach. To tackle this challenge, Boldr implemented a global employment strategy, building a team of experts in local hiring. They leveraged cultural diversity by creating a flexible global team that could operate across all time zones. The company also partnered with nonprofits and governments to create digital upskilling programs for talent development. As a result, Boldr successfully grew to 1500+ team members operating in 5 countries, speaking over 10 languages, and providing 24/7 services. This expansion allowed Boldr to connect clients with opportunities worldwide, creating a resilient and loyal client base while supporting local communities.

Project Details