Healthy Stuff has had tremendous growth each year which means
increased customer support needs. Customers in 48 countries
now get 24/7 live chat support and email support.
Customer satisfaction score across all brands
Dedicated agents to cover
24 hours a day, 7 days a week
Interactions per day
across live chat and email
Healthy Stuff is an allergy, food intolerance, and health testing company whose mission is to help customers find a healthier version of themselves. It comprises a group of businesses and brands focused on health and well-being, 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. They have been nominated for multiple awards through the Derbyshire Business Awards and have won eCommerce 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 its 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!
Healthy Stuff has been awarded for its constant growth, but more customers also mean 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 KPIs 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, meaning 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.
Healthy Stuff tried for months to use their in-house team to cover customer support as best they could, which included live chat and emails.
They 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 superhuman 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 leads to a great boost in customer satisfaction!
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 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 90s. 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.
Health & Wellness, eCommerce
4 hybrid support agents
Startups and digital businesses choose HiredSupport to handle their customer service 24 hours a day. We cover and work with all major support channels and help businesses with their customer support, sales, back office processing, and everything in between.
Our app went viral and HiredSupport helped us scale our operations by handling all of our customer support 24x7.
We have experience with all the major softwares tohelp craft the perfect support team.
Want to learn more about how we can connect to your systems? Get in Touch
Let us know about your needs, current customer support operations, and current support volume and we’ll put together the perfect team.
In as little as one email or call, we can generate a quote for you and your team to evaluate. This will be all-inclusive, there is nothing more to pay.
Your team approves the quote. Start date for the first training session is locked in and the best available agents are assigned for onboarding.
Meeting with our operations manager, supervisor, and assigned agents to learn the day-to-day work. We’ll ask questions, you can too.
We become masters of your business. Agents will train for 2-7 days on average. Complex SaaS can take anywhere from 14-28 days of training.
After we’ve completed the training, we go live handling your customer service. Continuous internal QA makes sure we’re on top of our game daily.
We’ve been recognized as a top customer service outsourcing company across many industry respected directories. We’re here for you, 24/7, 365.