Underwear and loungewear retailer MeUndies has been scaling rapidly since its launch in 2011.

At the heart of the company’s success are amazing products and a relentless focus on delivering world-class customer service.

The company co-sources elements of its service model to a BPO and employs a team of several CX pros at its LA headquarters to manage its BPO relationship.

This in-house team focuses on coaching, agent development, and quality assurance, as well as overseeing the company’s CX tech stack and exploring ways to deliver operational efficiencies.

As MeUndies’ business has grown, so too has the number of customer inquiries coming into the contact center.

MeUndies has scaled its co-sourced team to meet this increased customer demand through a combination of full-time agents and flex staff to cover key retail periods, such as Valentine’s Day.

“At MeUndies, we focus on managing our CX overhead by maintaining a lean in-house team. It’s vital for us that controlling costs doesn’t in any way negatively impact the quality of the service we provide. Agent Connect has been instrumental in helping us achieve this goal. Without the actionable insights Agent Connect gives us on our team, our product, and our operations, we would definitely need to add more headcount and expense into our team.”
– TJ Stein; VP of Customer Experience, MeUndies

While the co-sourced team has expanded, MeUndies is focused on managing costs across its in-house team by optimizing resources.

This is achieved in two key ways:

• Hiring skilled generalists who are as comfortable conducting QA reviews as they are developing team leader training programs and running analysis on CX performance metrics
• Leveraging Agent Connect to give the in-house team the visibility they need into BPO performance to make smart coaching and operational decisions

How the MeUndies CX Team Unlocks Value from Agent Connect

Understanding BPO performance

With high response rates and an agent-first focus, Agent Connect’s feedback requests give the MeUndies team unmatched visibility into the performance of its BPO. Through these insights, the team can prioritize its QA program and develop high-impact coaching and training programs.

Getting insights into channel mix

The MeUndies team uses Agent Connect to identify service performance at a granular level across both channels and interaction types. These insights are used to optimize team structure and the channels which are offered to customers across different brand touchpoints.

“Any brand that is serious about delivering great customer service should consider a tool like Agent Connect. If you don’t have a constant flow of agent and product-specific feedback, you’re basically flying blind, which is really dangerous in today’s highly competitive e-commerce landscape.”
– TJ Stein; VP of Customer Experience, MeUndies

Identifying friction points in the customer experience

High volumes of feedback enable the MeUndies team to identify when products, policies or service delivery aren’t optimized in favor of customers. These insights enable the team to make rapid changes to drive increased customer satisfaction and brand loyalty.

Prioritizing the development of help center and knowledge base articles

By looking at trends in customer feedback, the MeUndies team is able to prioritize content development for its help center and knowledge base. Producing more relevant and focused content reduces the number of customer inquiries and empowers agents to deliver an amazing customer experience during every interaction.

Making things right with customers

MeUndies leverages Agent Connect’s service recovery tools to identify when customers have had a subpar experience and then contact them to make things right. Follow-up feedback requests are then sent to measure changes in customer sentiment.