Customer Support for Сlothing Store. Marilka Case Study
The original activewear brand, Marika was founded in 1982–at the height of the aerobics boom. Built for comfort and made to move, Marika was created in Los Angeles, California, for women on the go. Their mission is « Let’s face it - life can be a workout. So you need a workout wardrobe that moves with you – with little to no fuss.That’s why Marika is made for every way you move.»
About the Project
01
Challenge
When Marika Adamopoulos first founded The Marika, she embarked on her entrepreneurial journey as a solo founder, single-handedly managing all aspects of her business, including customer service. The company's customer support system was rudimentary, relying on email through Gmail and Google Voice for addressing customer inquiries. As the company rapidly expanded, it became evident that this manual and fragmented approach to customer support was no longer sustainable. Marika faced the challenge of scaling her business while maintaining high-quality customer service, which had become a cornerstone of her brand's reputation.
02
Key requirements:
- Efficiency in customer support
- Maintaining high Service quality
- Minimal ongoing staff
03
Solution
AgainAgain team acted as "mini-account managers," promoting widespread product adoption and increasing sales. The team also offered implementation, upselling, outbound sales, and analytics services. This expanded support allowed Vates to leverage AgainAgain team for larger strategic initiatives, such as promoting Vates' new social media content service. Customer feedback collected by AgainAgain was used to shape Vates' strategies and priorities for future expansion.
04
Achievements
- First reply time: 4.5 hours
- Full resolution time: 10.6 hours
- CSAT (Customer Satisfaction Score): 92%
- Client retention rate: 95%
- Revenue churn: 59%
05
Task were fulfill
- Technical support for enterprise customers
- Account management services
- Software implementations
- Customer support
- Outbound phone sales for strategic initiatives
Results
The transformation of Marika's customer support service with Again team support yielded impressive results: Customer support team now efficiently manages approximately 4,200 tickets per month, demonstrating the scalability of the system. The commitment to maintaining high-quality customer service resulted in a consistent customer satisfaction rate of no less than 92%, reinforcing The Marika's reputation for superior customer support. The team expanded by a factor of 5, allowing Marika to accommodate the increasing demand for her products and services while maintaining a lean operational structure. This collaboration not only led to impressive growth but also solidified The Marika's reputation as a brand committed to exceptional customer support and loyalty. The company's ability to adapt and optimize its support system contributed significantly to its success in a competitive market.
Team grew
5x
Customer satisfaction level
92%
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