How Excevo Helped a Fast-Growing Retail Brand Stay Ahead of Demand
Every retail brand dreams of that one moment when their products explode overnight.
For one of our newest clients, that moment came sooner than expected…
After football sensation Lamine Yamal was photographed wearing a pair of their trainers during 2024 after the Euros, their demand surged overnight! What started as social media buzz quickly turned into a significant increase in website traffic, orders, customer enquiries and purchase support requests.
While a spike in sales is a fantastic problem to have, it also brings new operational challenges.
The Hidden Cost of Going Viral
As incredible as it is to go viral overnight, it also however comes with a certain expectation to keep up with the demand, impress all the new customers with the best experience so that they will come back and buy again! The customer service team found themselves with:
- An increase in orders
- Questions about stock availability and restocks
- Delivery updates and shipping delays
- Returns and exchange requests
- Multiple social media traffic that demanded quick responses
- Complaints from customers due to delays and lack of responses
Without the right customer experience strategy in place, even the most exciting sales growth can quickly impact customer satisfaction and brand reputation.
That’s Where We Came In
We saw the high demand and a brand who may not have been fully equipped for this type of surge in customers, so we decided to reach out and help this brand uphold their reputation, have the necessary resources in place, and save even further costs by not hiring temporary staff during this time.
We was able to integrate with their existing process within 7 days with experienced customer support specialists, who became an extension of their business.
Our support included:
- Email and social media support
- Live chat assistance
- Order and delivery enquiries
- Returns and exchanges
- Overflow support during peak periods
- Flexible cover to match changing demand
- Trustpilot score on the rise again
Rather than adding temporary staff / internal staff, they were able to increase their customer support capacity immediately and, in a cost-effective manner. Having Excevo as a partner they now also have insurance in place for the next surge!
Supporting Growth Without Slowing It Down
When sales accelerate, customer expectations increase too.
Every unanswered email, delayed response or missed message has the potential to damage trust with a new customer who may have discovered your brand for the first time.