Turning Customer Support Into a Retention and Revenue Engine
The Challenge
Fragrant Jewels is an eCommerce and subscription-based lifestyle and self-care brand.
Growing customer demand placed pressure on its existing phone and email operation. Unlike a conventional customer-service campaign, however, many interactions carried a direct retention or revenue opportunity.
Customers contacted the company to cancel subscriptions, understand how the service worked, purchase products, resolve shipping or order issues, request refunds, or determine whether a subscription was right for them.
The Calltastic Approach
Calltastic built a customer operation designed not simply to resolve problems, but to recognize opportunities to preserve and expand customer relationships.
Service, retention, and sales became complementary parts of the same customer conversation.
What We Implemented
Calltastic managed:
- Phone, email, and chat support
- Subscription cancellations
- Customer retention
- Refund support
- Shipping and order issues
- Upselling
- New subscription conversion
- Win-back activity
- Subscription-pause options
- Script optimization
- Quality assurance
- Reporting
- Workforce planning
- Coaching
- Supervisory management
Calltastic also helped move the operation away from overly rigid scripting toward more natural, conversational customer interactions.
The Results
The operation began with approximately four agents and expanded to approximately six team members, including supervision.
The Calltastic operation ultimately achieved approximately double the daily sales performance of the previous team.
The operation introduced alternatives to immediate cancellation, including subscription pauses that gave customers a simpler way to remain connected to the brand and return later.
Customer-service interactions became opportunities to retain subscribers, recover relationships, and generate additional revenue.
The Outcome
Calltastic helped transform customer support from a traditional service function into an operation capable of solving problems, protecting subscriptions, and contributing directly to revenue.