Thinx, a New York-based retail company, experienced rapid growth after recognition by TIME as one of the best high-tech merchandise inventions and was named one of the most innovative companies by Fast Company. With a growing customer base, the company wanted to partner with an experienced Business Outsource Provider (BPO) to handle all inbound customer calls. Because Thnx is fiercely dedicated to providing exceptional customer experiences, they wanted to partner with a BPO that could provide tailored omnichannel services and a team of remote brand ambassadors that would embody the brand of the retailer.
The company’s growth was fueled by innovative TV ads and seasonal sales that caused spikes over multiple customer contact channels. Thinx needed a partner to handle their high volume of chats and calls from customers. They wanted their brand promise to be echoed over all channels to provide a consistent experience through the entire customer journey – from the first time the customer hit their website to the final interaction they encountered with a gig customer support specialist. Thinx cared so much about customer satisfaction, they didn’t even want traditional call center KPIs like average handle time to be tracked. They believed this was not something the gig brand ambassadors should focus on and should instead only focus on the customers’ needs.
One of the biggest challenges in outsourcing customer care as a retailer is ensuring that the right people are hired to interact with your customers. As a retailer with a unique brand, the company needed brand ambassadors that could live and breathe the company brand to ensure the highest level of customer satisfaction and increase revenue.
Thinx chose Omni because they needed a trusted partner that would not only reduce their cost of customer support but hire dedicated brand ambassadors to keep customer satisfaction ratings high. Being a New York-based company, the cost of an in-house team would have been much higher than the solution provided by Omni’s gig model. The gig model allowed for extreme flexibility and scalability through the company’s growth and seasonality.
With Omni’s 120+ years of experience hiring remote gig workers, they knew exactly how to find gig brand ambassadors that would continue to elevate the customer experience of this retailer. Because there was an urgent need to solve for a high volume of customer inquiries, Omni had the first wave of gig brand ambassadors hired, trained, and interacting with customers in just two weeks. With Omni Interactions, they were able to create a personalized and engaging customer experience on all channels.
Thinx experienced large spikes in volume throughout the first year because the COVID pandemic increased online shopping and inbound calls and chats. During this time, as well as during the company’s two annual sales, the Omni team increase the number of GBAs on the account and increased hours to compensate for the higher volumes.
By outsourcing their customer interactions with Omni Interactions, they were able to focus on ensuring their customers have the best possible experience while still meeting their financial goals. With the ability to access customer data and analytics in real-time, they were able to quickly identify areas where they could improve their service levels and make adjustments accordingly.
Because Omni took a specialized approach to find gig brand ambassadors all across the US that perfectly matched the company’s brand, customer satisfaction ratings skyrocketed scoring 4.9 out of 5, and attrition is at a record 0%. With retailers experiencing growth and seasonality, a remote brand ambassador model offers the best results. Remote workers get to choose their schedule and work for a brand they love and trust leading to less turnover and in turn workers that know the brand. In addition to providing great customer support for their brand, Omni has also increased the company’s revenue. Omni helps answer customers’ questions, engage in upselling, and also provide callbacks to customers to continue to improve satisfaction and sales.
The customer experience rating with Omni is so high, Thinx conducted its own internal research to better understand how it could implement some of Omni’s best practices into its own internal customer support organization to create a more consistent customer experience. Because of the great results experienced in year one, the retailer continues to partner with Omni Interactions for annual inbound customer support as well as handling the seasonal spikes they experience throughout the year.
If you're ready to reduce your costs, build capacity, and delight your customers, get in touch with Omni today!