Customer Service and Operations for a Growing Fashion Brand
A fast-growing US fashion and apparel brand came to us with a problem many growing stores share: sales were rising faster than the team could look after customers. Replies were slow, refunds dragged on, complaints went unanswered and shipping mistakes were costing repeat business. We started with customer support in 2019 and, as the work proved itself, took over the operations behind it too. We’re still working together today.
| Industry | Fashion and apparel |
|---|---|
| Services | Live chat, email, phone and social media support, plus store operations |
| Tools | Shopify, Zendesk, ShipStation |
| Working together | Since 2019, ongoing |
| Results | 95% customer satisfaction · 30% faster order processing · 20% more repeat purchases |
The challenge
- Customers waited too long for replies on chat, email, phone and social media.
- Refunds were slow, which turned small problems into angry customers.
- Some complaints weren’t being answered at all.
- Fulfillment and shipping weren’t running smoothly, so orders went out late or wrong.
Each of these chipped away at the brand’s reputation, and with it, its repeat customers.
What we did
1. Took over customer support on every channel
A dedicated team handled live chat, email, phone and social media inside Zendesk and Shopify. Agents were trained on the brand’s products, sizing, policies and tone, so customers got quick, consistent and friendly answers.
2. Built a knowledge base and kept training
We documented answers to the questions customers asked most, and ran regular training as products and policies changed. New agents could get up to speed quickly, and answers stayed consistent.
3. Automated order, shipping and returns workflows
Using Shopify and ShipStation, we set up clear workflows for processing orders, fulfillment, shipping and returns. Fewer manual steps meant fewer mistakes and faster turnaround.
4. Took on operations
As the brand grew, our lead moved into a senior manager role covering fulfillment, shipping, supplier relations and logistics. Support and operations were now run by the same people, so the problems customers reported got fixed at the source.
Results
- 95% customer satisfaction, based on customer feedback and reviews
- 30% faster order processing
- 20% more repeat purchases
- Much faster average response times across all channels
- Supported a year of more than $2.1 million in sales in 2024
What other stores can learn from this
Customer service and operations are the same problem seen from two sides. Late shipments create “where is my order?” emails, and slow refunds create angry ones. When the people answering customers can also fix what’s behind the complaints, both get better. If that sounds like your store, our guides on “where is my order?” emails and handling angry customers are a good place to start.
Want this kind of support for your store? See our services or book a free 20-minute call. You can also browse more case studies.
