ECD (Erin Condren Design)

STAFFVIRTUAL helped Erin Condren Design (ECD) scale their customer service during busy seasons. We provided skilled agents, improved hiring and training, and made processes more efficient. As a result, the customer support team grew by 1,000%, customer satisfaction reached 98%, and HR costs dropped by 62%.

80%
Increase in Guest Satisfaction
95%
5-Star Reviews
85%
Reduction in Customer Service Costs
4x
Increase in guest retention rates
60%
Reduction in average guest inquiry response time

Client:
Erin Condren Design (ECD)
Industry:
E-Commerce and Retail

Bio:

Erin Condren Design is a Texas-based lifestyle brand known for creating fun and functional organization essentials for the office, home, and everything in between. The brand specializes in customized designer products, including paper-based goods, offering both online sales and boutique store experiences across the U.S.

Project Summary

STAFFVIRTUAL supported Erin Condren Design (ECD) in achieving consistent and scalable customer service, especially during their peak seasons. We provided a dedicated team of customer service agents, optimized talent acquisition and training, and improved operational processes. These efforts led to a 1,000% expansion of the customer support team, a 98% positive customer satisfaction (CSAT) rating, and a 62% reduction in HR and hiring costs. Our strategic outsourcing approach enabled ECD to meet its growth demands while maintaining high service standards.

The Challenge

Erin Condren Design (ECD) needed to maintain high-quality customer service while scaling operations to manage peak-season demands. The company required consistent support across multiple time zones, streamlined processes, and detailed performance reporting to ensure continued success.

Maintaining Quality During Peak Seasons

ECD needed to provide consistent, high-quality customer support during their busiest seasons, which required additional resources without driving up costs.

Handling Increased Customer Inquiries

ECD’s existing customer service team struggled to keep up with a growing volume of inquiries, especially during peak marketing periods. Delays in responses were leading to dissatisfied customers and missed opportunities.

Ensuring Consistent Service Across Time Zones

With a global customer base, ECD needed to provide round-the-clock support. The existing system lacked the ability to consistently deliver service across different time zones.

Performance Reporting and Tracking

ECD required detailed performance metrics to monitor customer support efficiency and maintain high service standards. Their existing reporting system needed improvements to provide actionable insights.

How We Helped Erin Condren Design

Enhanced Customer Support

STAFFVIRTUAL provided skilled agents for email and chat support, ensuring continuous coverage across multiple shifts. The team scaled effectively during peak seasons with additional seasonal hires to handle increased demand.

Talent Acquisition and Training

We leveraged our recruitment network to hire and train customer service professionals aligned with ECD's values and service standards. Comprehensive training programs to ensure consistent service across all shifts.

Operational Streamlining

STAFFVIRTUAL introduced a standardized operational framework that improved efficiency and maintained high quality service. The team used tools like Salesforce Desk.com for email management and Olark.com for chat interactions.

Cost Management

Strategic outsourcing and process optimization allowed ECD to reduce operational costs by 62%, all while expanding the team and maintaining high service standards. The use of a data-driven approach to performance management enabled real-time insights into team productivity and decision-making.