ACME Design provides product photo editing services to online sellers — removing backgrounds, adding shadows and other cosmetic adjustments. Their fully remote team of graphic designers come from 10 different countries and six different time zones.
With a lofty goal of 24-hour support and a seamless omnichannel experience, ACME had an in-house support team of five people working in shifts, handling support requests from different channels — email, live chat, social media DMs, even SMS. Phone calls were rare. The volume of work fluctuated — some days were quiet, some days there was a spike in volume and the team scrambled to keep up. On slow days, ACME was basically paying its support team to drink coffee and wait for a ping.
Having an in-house support team meant ACME needed to take care of every single aspect of employment: recruitment, training, salary and benefits, hardware, software, office space and other overhead costs. Clearly, an in-house support team wasn’t a sustainable solution. They considered outsourcing, but the company founders were anxious about the service quality, data security, and lack of control. Eventually, they decided to give it a try.
Here’s how we eased from a contractual relationship into a solid partnership, reduced their overall per-contact costs, and ultimately improved the quality of ACME’s customer support.