Cratejoy faced the challenge of scaling their customer support to match their rapid business growth. As their customer base expanded, they needed to maintain high standards of customer satisfaction while also managing an increasing number of inquiries across diverse categories. Additionally, Cratejoy had to ensure that their support team could efficiently process customer inquiries and support merchants using their platform. To tackle these challenges, Cratejoy partnered with Guru and Boldr. They employed Guru's knowledge management technology to create a comprehensive company wiki for support staff, enabling quick access to necessary information. Boldr provided outsourced customer support services, building a global team capable of adapting to Cratejoy's technology stack and maintaining Cratejoy's values. This collaboration ensured that new representatives were fully equipped with the information they needed right at their fingertips via integrations with tools like Slack and Google Chrome. The partnership yielded significant results for Cratejoy. They achieved reduced time-to-resolution by enhancing in-workflow knowledge, which also increased agent confidence. New agents experienced reduced time-to-first-call due to on-demand knowledge access, helping them quickly become effective in resolving customer issues. Overall, Cratejoy saw improvements in customer support consistency and efficiency, leading to happier customers and more empowered support agents.

GasBuddy faced challenges in scaling their operations with an effective global team. They struggled to find a reliable outsourcing partner that prioritized both business and employee welfare. The existing outsourcing models often put profits over the well-being of team members, making it difficult for GasBuddy to build trust and achieve growth. The company partnered with Boldr, a people-focused outsourcing firm, to assemble a team that reflects their values and business goals. Boldr's mission-driven approach helped create a solution that emphasized ethical business practices and meaningful career development for team members. This collaboration allowed GasBuddy to leverage global talent for driving business objectives without compromising on the well-being of the workforce. As a result of this collaboration, GasBuddy successfully expanded its operations globally, becoming supported by 1,500+ team members across 5 countries. Built on the foundation of ethical outsourcing, they achieved better trust and performance outcomes, solidifying their position in the market while contributing to local community growth through job creation.

Coassemble faced challenges in managing their customer support operations efficiently while keeping costs under control. As their business grew, they struggled to maintain quality support without inflating their operational expenses. They needed a solution to scale their support effectively and ensure consistent service quality. To address these challenges, Coassemble decided to outsource key processes to the Philippines, partnering with Boldr. This strategy was aimed at leveraging Boldr’s expertise in outsourcing solutions to build a flexible team capable of adapting to Coassemble’s growing needs. The partnership focused on developing and training a local support team to handle customer inquiries, manage support tickets, and provide efficient service. The outsourcing initiative resulted in a significant transformation of Coassemble's customer support operations. Coassemble successfully expanded its support capabilities while keeping operational costs in check. The partnership allowed the company to improve service quality, ensuring that customer inquiries were addressed promptly and effectively, leading to enhanced customer satisfaction and loyalty.

Clerk (Popspots) faced significant challenges in managing and scaling their business operations across different geographies. They needed a reliable outsourcing solution that could adapt to their evolving needs, offering flexibility while maintaining high-quality performance. The complexity of managing a geographically diverse team also posed unique hurdles in ensuring consistent service delivery and employee engagement. To address these challenges, Clerk (Popspots) partnered with Boldr to leverage their managed outsourcing services. Boldr provided a flexible and scalable global team through their Global Employment (EOR) service, enabling Clerk (Popspots) to manage local hiring efficiently. Boldr's people-focused approach, combined with their expertise in building high-performing teams, helped streamline operations and improve cultural diversity across Clerk (Popspots) workforce. As a result, Clerk (Popspots) achieved substantial growth and improved operational efficiency. Boldr's outsourcing solution enabled the client to scale their teams to over 1,500 members across five countries, enhancing their capability to provide services 24/7. This partnership not only facilitated business expansion but also helped establish a strong, geographically diverse workforce that supported Clerk (Popspots) in achieving its business objectives.

Octane AI faced a significant challenge after being invited to the Shopify Plus Support certified technology program. The company needed to comply with stringent service level agreements, including providing a 24/7 support system with a 30-minute response time for critical priority items and a 6-hour response time for urgent items. They were seeking a scalable and efficient support strategy to meet these requirements. To address the challenge, Octane AI partnered with Boldr, which implemented a Flex Team to handle off-hour support requests outside of U.S. and European coverage times. This team operated effectively at nights and weekends to ensure continuous support. Additionally, Boldr customized Intercom to align with Octane AI's brand and ensured all inputs were routed into a single queue, enabling efficient responses to customer inquiries. The results were impressive as Octane AI successfully met the stringent Shopify Plus SLAs through the innovative solutions proposed by Boldr. A total of 9 different solutions were evaluated, with the final approach involving Google Apps Script automations for email queue management. This ensured that Octane AI could provide timely responses, ultimately allowing them to smoothly launch in the Shopify Plus marketplace.

UrbanStems faced a significant challenge during the 2020 Mother's Day season, expecting extraordinary demand due to its own rising popularity and the impact of COVID-19 driving eCommerce volumes to record levels. The company needed to manage high-quality customer experiences despite the uncertainty and potential disruption in supply chains and logistics. To address this challenge, UrbanStems partnered with Boldr to develop a flexible and adaptable customer support strategy. Boldr helped UrbanStems prepare for various scenarios, enabling the company to scale support up to 10 times the usual number of agents during peak times. They focused on cross-training existing staff, hiring seasonal agents, and designing a staffing plan that allowed for both quick scaling and reduction as needed. The collaboration led to excellent results, with UrbanStems successfully managing record-high customer support volumes during Mother's Day 2020. Despite the volume being 130% higher than expected, the Boldr team efficiently handled customer requests, ensuring a smooth experience. The planning minimized customer follow-ups and optimized ticket prioritization, resulting in improved customer satisfaction and operational success.

Urth, an environmentally conscious startup based in Australia, faced challenges managing an increasing number of customer queries as their business expanded. Their internal team struggled with the growing demand for customer service, which impacted their ability to focus on other strategic projects. The situation prompted them to seek a more scalable and sustainable solution to maintain their service quality amidst rapid growth. To address these challenges, Urth decided to outsource their customer support operations to an expert partner, allowing them to scale their customer service capabilities effectively. This move enabled Urth to leverage professional expertise in managing customer inquiries while focusing on other core business areas. The outsourced team was entrusted with the responsibility of providing excellent customer service aligned with Urth's values and operational needs. As a result of outsourcing, Urth experienced significant improvements in their service operations. The partnership led to reduced first response times and increased live chat coverage, enhancing the overall customer experience. The quality of service improved notably, allowing Urth to provide a more professional and dedicated support experience for their customers.

Tractive, a leading GPS pet tracking device manufacturer, faced the challenge of expanding its operations globally, specifically in the North American market. They sought to enhance their customer experience by providing 24/7 multilingual support. To achieve this, they required diverse and multilingual customer support to supplement their internal efforts. This need for high-quality customer interaction led them towards outsourcing, while they focused on core expansion strategies. To address these challenges, Tractive partnered with Boldr in 2020 to handle a portion of their customer support operations. The collaboration focused on email and chat support using the Zendesk CRM system to ensure high-quality interactions with personalized responses. Boldr recruited an initial team of six members and offered support in various languages, helping Tractive realize their customer experience goals. The outsourced team's ability to embrace Tractive's culture and approach allowed the internal teams to concentrate on strategic growth initiatives. The partnership resulted in significant achievements for Tractive, including the ability to maintain a 4-day work week for their internal team while effectively managing customer support demands. The Boldr team expanded from six to 24 members, and the service efficiency metrics significantly improved. Tractive achieved a first response time of 30-35 seconds for chat support, well under the 60-second requirement, and resolution times for both chats and emails performed better than set targets. This collaboration continues to support Tractive's global expansion efforts by ensuring consistent and high-quality customer engagement.

Babylist faced a significant challenge in building a scalable remote team that aligned with their company values while solving job security issues. As their user base grew, Babylist relied heavily on a large team of freelancers to manage customer support and operations. Although they gained flexibility and expertise from freelancers, issues such as lack of job security, IT support, and data privacy concerns limited the potential for long-term growth and team cohesion. To address these challenges, Babylist embarked on a mission to find a Professional Employer Organization (PEO) partner to manage employee-related responsibilities like benefits, payroll, and taxes. This transition aimed to retain the quality of freelance work while providing work contract benefits, thus ensuring security for their team and aligning with their core value of prioritizing people. After extensive research, Babylist chose Boldr for their alignment in culture, focus on data security, and comprehensive team support, which promised a seamless transition for the Happiness Heroes team. The partnership with Boldr resulted in significant improvements for Babylist. Despite initial concerns, the shift to Boldr led to 100% retention of their Philippines workforce, who previously expressed reluctance towards a structured work environment. The transition offered enhanced benefits such as health coverage, paid leaves, and mental health support. It strengthened the relationship between Babylist and its team members, ensuring job security and a positive, supportive work culture that aligned with both Babylist’s and Boldr's values.