The client is an e-commerce online store showcasing arts of the designers and makers through fashion items such as apparel, accessories, and jewelry. They need to build an email administration team to manage its email seeding campaign and a tier 1 customer support team.
The client needed a healthy click thru for its email seeding campaign to be a success and a tier 1 customer support team to work together with its existing outsourced tier 2 Manila team based in Pampanga. Vida needs a partner to kick start its operations and can provide support as the company scale up.
Eastvantage provided extensive staffing and back-office support. We placed in KPIs and scorecard dashboards to better see the performance of each team member. Continuous monitoring of their CSAT, FRT, productivity, and attendance led to the team success and growth. From hiring only two resources, the team is now a total of 10 and is still forecasted to grow.
Tools: Zendesk, Google Docs/Drive, Smartsheet, Shipbob, Shopify