HEALTHY STUFF
Healthy Stuff is an allergy, food intolerance and health testing company whose mission is to help customers find a healthier version of themselves. Healthy Stuff is comprised of a group of businesses and brands focused on health and wellbeing, including but not limited to: Test Your Intolerance, Allergy Test, Test My Intolerance, Lifelab Testing, and Global Testing Lab. Through these brands, Healthy Stuff helps over 9000+ customers per month in 48 countries around the world.
Healthy Stuff products are endorsed by Verywell Health, the FARR Institute, and over 250 practitioners. Healthy Stuff has been nominated for multiple awards through the Derbyshire Business Awards and has won E-Commerce business of the year. The award was given based on their successful growth globally, postal hubs in multiple regions, and their 24/7 live chat service which is powered by us at HiredSupport.
At their core, Healthy Stuff aims to help support clients around the world get the information they need to help them make informed choices around their health and wellbeing. All while being a family business that has expanded globally and continues to work with HiredSupport to this day!
Challenge
Managing 1200+ weekly chats and 800+ emails with a team of 4, 24 hours a day, 7 days a week
Healthy Stuff has been awarded for their constant growth, but more customers also means more customer support volume. Handling this influx of customer support is no simple feat because Healthy Stuff has multiple products offered under different brand websites that are uniquely catered to different geographical locations around the world.
Healthy Stuff’s core mission is to help customers around the world, but you can’t do that without catering to customer needs. Their internal team was only working 8 hours per day and able to manage a peak score of 76% customer satisfaction before we came along and that wasn’t good enough for the standards and KPI’s that Healthy Stuff wanted to hit.
This meant that they needed some help increasing their customer satisfaction fast! They needed a team to cover their customer service channels including live chat and email support 24 hours a day, 7 days a week. The incoming volume was at over 200+ live chat interactions per day, and an inbox that was seeing over 150+ emails per day coming in at all hours of the day. To manage their international customer base, it meant that they needed a 24/7 team.
When your internal team isn’t able to handle the growing volume, isn’t able to deliver the customer satisfaction you’re looking to deliver, or needs a helping hand increasing support hours, that’s where we step in.
Solution
4 dedicated agents, 24/7 coverage for all brands
Healthy Stuff tried for months to use their in-house team to cover the customer support as best they could, which included live chat and emails. Healthy Stuff finally made the switch over to HiredSupport so that they could achieve 24/7 live chat and email support across all their brands with the goals of lowering costs, and increasing customer satisfaction.
Our solution was simple: 4 dedicated hybrid support agents. These agents are equipped to handle multiple forms of text-based support such as live chat and email channels. We split up the team of 4 into 3 shifts of 8 hours per day to offer that full 24-hour coverage Healthy Stuff was looking for. During the peak shift, we have an extra agent to help with the email load specifically, which allows us to have super human fast responses across both live chat and email.
This freed up the time of Healthy Stuff’s internal team to focus their efforts elsewhere without sacrificing the quality of the support their customers demanded. Faster response times meant more happy customers. This alone lead to a great boost in customer satisfaction!
Results
From 76% customer satisfaction to 90%+ in just 2 months of working with HiredSupport
With HiredSupport, Healthy Stuff slashed their response time by more than 50%. A big part of that was the fact that they now offered support 24 hours a day, 7 days a week, instead of 8 hours a day, 5 days a week so we increased their customer support hours by 66%. When your customers are based in 48 different countries, you need to offer to cater to the needs of customers in different time zones.
The biggest KPI was customer satisfaction score – the KPI set for this was 85%. Their internal team achieved a 76% customer satisfaction before we came. After 1 month, we achieved 85%, beating their internal team by 9% in just 30 days. We weren’t going to stop there; we knew we could hit those 90’s. After 2 months of us taking over the support operations, we were achieving a 90%+ customer satisfaction score. After years of us handling their customer service and support, we average anywhere from 90-95% customer satisfaction from month to month, all while achieving 24/7/365 coverage across all channels, and we’re including outbound call support next!
You can’t improve customer service with just good intentions – you need to build a team that is robust, scalable, and can handle the needs of your customers. This is especially true for businesses and brands with customers around the world. It is hard for an in-house team to manage 24 hours without a drastic overhead and operation cost increase, and that’s where we excel. We decrease your costs, increase your customer satisfaction, and offer unmatched scalability and quality of service that we feel like an in-house team, but for a fraction of the cost.
