Rosabella, a rapidly growing Shopify wellness brand, partnered with RepMeUp to overcome the operational challenges of scaling its customer service. By implementing a structured support system, optimizing processes, and providing dedicated leadership, RepMeUp helped Rosabella reduce ticket resolution time by 25% and repetitive inquiries by 18%, all while maintaining a 98% CSAT score. This partnership enabled Rosabella to scale its support team efficiently and focus on core business growth.
Challenge
Rosabella had cultivated a loyal customer base with its wellness-focused products, but its rapid growth created significant operational strain. Managing thousands of monthly orders, refunds, and subscription renewals became a daily struggle for their small team of three agents. As ticket volumes surged, maintaining the brand’s signature empathetic and personal touch felt nearly impossible. The team was caught in a reactive cycle, leaving little time for proactive customer engagement or system improvements. This bottleneck threatened not only their customer satisfaction but also their ability to scale from 3 to over 25 agents as planned.
Agents lacked standardized guidelines, leading to varied service quality.
Repetitive tasks consumed hours, diverting focus from complex issues.
Disjointed email and chat support created disorganized customer experiences.
The team spent its days putting out fires instead of preventing them.
The constant pressure to keep up with inbound requests was leading to agent burnout and inconsistent customer experiences. Without a scalable system, Rosabella’s leadership knew their growth would stall. They needed a partner who could not only manage their day-to-day support but also build the infrastructure required for long-term, sustainable expansion and e-commerce customer support.
Solution
RepMeUp integrated a dedicated Customer Service & Operations Manager to architect a scalable and efficient support framework for Rosabella. The first step was a deep dive into their existing workflows across Shopify, Richpanel, Gorgias, and Recharge. This audit revealed key inefficiencies and automation gaps that were holding the team back. From there, we implemented a multi-faceted solution centered on optimizing people, processes, and technology to prepare for outsourced customer support at scale.
Centralized all customer interactions into a single omnichannel platform.
Created detailed SOPs and macros to ensure consistent, quality responses.
Implemented weekly one on ones and reviews to refine agent skills.
Used analytics to identify and address the root causes of inquiries.
By taking full ownership of the customer support lifecycle, RepMeUp transformed Rosabella’s support from a reactive cost center into a proactive, data-informed operation. Our manager acted as a seamless extension of their team, instilling a culture of continuous improvement and ensuring every interaction reflected Rosabella’s core brand values. This foundational work set the stage for scaling the team from three to five agents, with a clear path to onboard 20 more.
Results
The partnership delivered measurable improvements within the first three months, proving the effectiveness of a structured, expert-led support strategy. Rosabella was able to handle increasing ticket volumes without compromising the quality of service that defined their brand. The data spoke for itself, demonstrating enhanced efficiency, improved agent performance, and a more streamlined customer journey.
Maintained an impressive 98% customer satisfaction score during high growth.
Reduced average ticket resolution time by a significant 25%.
Lowered repetitive ticket volume by 18% through strategic automation.
Managed over 3,000 monthly customer interactions with enhanced accuracy.
The most significant result was the newfound freedom it gave Rosabella’s leadership. With customer service operations running smoothly under RepMeUp’s guidance, the founders could redirect their energy toward marketing initiatives and product development, confident that their customers were in expert hands. The team’s morale improved, and the clear structure gave agents the confidence to handle any issue with empathy and efficiency.
Conclusion
The collaboration between Rosabella and RepMeUp demonstrates the transformative power of strategic customer service outsourcing. By moving from a reactive model to a proactive, structured framework, Rosabella was able to scale its operations, enhance customer satisfaction, and empower its leadership to focus on growth. The initial success laid a robust foundation for future expansion, and RepMeUp continues to manage Rosabella’s Shopify-based customer service, ensuring a consistently high-quality experience. This partnership is a testament to how the right operational support can unlock a brand’s full potential.
Ready to build a customer service operation that scales with your ambition? Let’s explore how RepMeUp can empower your team and delight your customers.
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