Crossborderit
STAFFVIRTUAL helped Crossborderit streamline its omnichannel support services and create a seamless cross-border shopping experience for customers. By providing skilled back-office staff and optimizing operations, Crossborderit achieved an 85% savings in operational expenses and a 68% reduction in HR and hiring costs. Together, we enhanced customer engagement, boosted client satisfaction, and supported business growth initiatives.
85%
savings on operational expenses
68%
reduction in HR and hiring costs
96%
employee retention rate (YTD 2024)
0%
employee attrition rate
100%
resolution rate of customer inquiries across omnichannel platforms
4x
faster order processing times since partnering with STAFFVIRTUAL
Client:
Crossborderit
Industry:
Bio:
Crossborderit is a global technology company specializing in simplifying cross-border trade and logistics. Focusing on reducing friction in international eCommerce, it offers innovative solutions like duty and tax automation, seamless returns management, and comprehensive customs compliance. Crossborderit’s mission is to make international transactions as smooth as local shopping experiences, leveraging cutting-edge technology and data transparency to optimize the global supply chain for both businesses and consumers.
Project Summary
Crossborderit partnered with STAFFVIRTUAL to improve omnichannel support and optimize distribution channels. Working together helped streamline operations, improve customer engagement, and boost the efficiency of handling international transactions. STAFFVIRTUAL provided back-office staff who helped process orders, manage client inquiries, and optimize user engagement strategies. This partnership resulted in 85% operational savings, a 68% reduction in HR costs, and improved customer satisfaction.
The Challenge
Crossborderit needed to enhance operational efficiency across various aspects of its business to provide a better customer experience and streamline processes for cross-border transactions. They required skilled support staff, optimized workflows, and technology-driven solutions to scale their services effectively.
Scaling Customer Support Across Omnichannel Platforms
With growing customer inquiries across multiple platforms, Crossborderit needed a team to manage and support omnichannel communications efficiently.
Reducing Operational and HR Costs
Crossborderit needed to reduce HR and operational costs to remain competitive and improve profitability while maintaining high service levels.
Handling Complex Cross-Border Transactions
Managing international orders, taxes, and compliance was challenging, requiring a more streamlined and technology-driven approach to reduce manual errors and improve workflow efficiency.
Improving Response Time and Client Engagement
Crossborderit needed faster order processing and quicker resolution of customer inquiries to enhance client satisfaction and reduce friction in the buying process.
Optimizing Data Management and Financial Workflows
The company faced inefficiencies in managing financial processes such as VAT and tax management. Crossborderit needed better data management systems to ensure accurate reporting and efficient processing of cross-border transactions.
How We Helped Crossborderit
Enhanced Customer Support and Engagement
STAFFVIRTUAL provided an executive virtual assistant and a content moderator to manage Crossborderit's omnichannel support. These expert agents ensured timely responses to customer inquiries and streamlined communication, leading to a 100% resolution rate and improved client satisfaction.
Created Actionable User Engagement Tasks
We developed feedback forms, surveys, and other tools to drive user engagement. This proactive approach led to a 45% increase in customer feedback, providing valuable insights into customer preferences. With this data, Crossborderit was able to tailor services and products more effectively, improving customer satisfaction and fostering long-term loyalty.
Optimized Data Management and Workflow
STAFFVIRTUAL integrated back-office specialists to manage data entry, order processing, and VAT management. This led to a 4x faster order processing time and more efficient financial workflows, optimizing overall business operations.
Provision of Infrastructure and Tools
STAFFVIRTUAL provided the necessary workspaces, technology, and equipment for the remote team, maintaining a 96% employee retention rate and ensuring smooth, uninterrupted customer support.
Supported Business Growth Initiatives
By working closely with Crossborderit, STAFFVIRTUAL helped identify growth opportunities and areas for improvement. This collaboration led to a 30% increase in operational efficiency, streamlining internal processes and enhancing the overall customer experience.
What We Achieved for Crossborderit
85% Savings in Operational Costs
Crossborderit achieved 85% savings on operational expenses through more efficient resource allocation and optimized staffing solutions.
68% Reduction in HR and Hiring Costs
By outsourcing recruitment and staff management, Crossborderit reduced HR costs by 68%, improving overall financial efficiency.
96% Employee Show Rate
Crossborderit maintained a 96% show rate, reflecting STAFFVIRTUAL’s commitment to providing dedicated and reliable team members.
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