How does a fast-rising eCommerce brand keep pace with explosive growth while maintaining the fast, friendly, and fashion-forward service Gen Z shoppers expect? In this case study, explore how Reliasourcing partnered with a client, a bold player in global fast fashion. Together, they scaled and strengthened their eCommerce CX operations.
As sales surged, so did the complexity of customer interactions, from order tracking and returns to multi-channel engagement across email and live chat. The client needed a team to adapt quickly and safeguard the brand voice. They also required consistent results during promotional spikes and seasonal surges. With this, Reliasourcing stepped in with centralized knowledge management, targeted upskilling, and productivity-focused coaching to stabilize and scale eCommerce CX performance.
The outcomes show the impact of a structured, flexible support strategy:
- Quality scores consistently exceeded the 92% benchmark
- CSAT ratings averaged 4.42, surpassing industry standards
- Escalations cut by more than half, from ~22 to 10 per month
- Daily productivity rose from 60–70 tickets to 100 per agent, even during heavy surges
The engagement demonstrates how growing eCommerce brands can achieve operational maturity without losing agility. With Reliasourcing’s support, the client now operates a scalable framework capable of handling surges of over 21,000 monthly tickets while preserving service quality and brand identity.
Download the case study to see how Reliasourcing empowers eCommerce leaders to scale customer service, boost satisfaction, and stay ahead in the fast-fashion race.
Looking to elevate your eCommerce customer experience and handle growth with confidence? Partner with Reliasourcing for customized outsourcing solutions that enhance service quality, reduce escalations, and scale seamlessly with your brand. Contact us today to learn how we can help you achieve exceptional CX results.
