Customer & Business Operations · E-commerce
Chat & Email Support
Stood up live chat and email support coverage across time zones, reducing backlog during peak order periods.
-60%
Response time
-80%
Backlog tickets
Ongoing
The Brief
Subscription Box Company needed a partner to move quickly on chat & email support without compromising on quality or long-term maintainability. CloudGrips ran the engagement end-to-end, from discovery through production support.
What We Built
- Implemented and integrated Intercom as part of the delivered solution.
- Implemented and integrated Helpdesk automation as part of the delivered solution.
Phase-by-Phase
001DISCOVER
Scoping & discovery
Mapped current workflows, stakeholders and constraints to define a phased delivery plan.
002BUILD
Build & iterate
Delivered in short iterations with regular stakeholder demos and course-correction.
003DEPLOY
Deploy & support
Rolled out to production with monitoring in place, followed by a stabilization period.
At a Glance
Sector
E-commerce
Capability
Customer & Business Operations
Tech Stack
IntercomHelpdesk automation
Illustrative engagement
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