After being in the industry for a while, we looked around and saw how other customer care providers and in-house teams handle support, and whilst it wasn’t awful, it certainly wasn’t centered around the customers themselves. 

They usually make customers wait hours or even days before their only agent gets a chance to reply, they mostly only are available through email, barely any company/brand offers quick responses, and when they do, it is a pain to deal with. 

Their agents aren’t trained nor managed properly, they’re slow, they take too much time to resolve tickets, and they don’t even have the motivation to take care of customers, because guess what, they’re only there to get their monthly wage and dip.

When we saw this huge gap within the market, knowing what we know about providing efficient customer care, we created a system specifically made for brands in apparel and luxury, and we built our entire business around that.