Overview
A leading direct to consumer eyewear brand serving customers across North America experienced sustained growth in online demand and customer interactions. As order volume increased, the company required a scalable customer experience operation capable of handling high daily chat and email volume while maintaining consistency, accuracy, and service quality.
Sourcefit built and now operates a dedicated customer experience support organization that assists customers with order inquiries, product questions, and service related requests across digital channels.
The challenge
- High daily volume of customer inquiries across chat and email
- Growing demand for consistent, real time customer support coverage
- Limited internal capacity to scale CX operations quickly
- Need for structured workflows and quality oversight at scale
- Pressure to maintain service levels during peak e-commerce periods
Our approach
Sourcefit built and operates a 180-plus-member customer experience support team dedicated to supporting e-commerce customer interactions. The team delivers chat and email support while maintaining structured coverage, quality monitoring, and operational oversight.
During setup, Sourcefit:
- Recruited and scaled a large CX team supporting chat and email channels
- Maintained 2 to 4 week hiring cycles to support volume driven demand
- Established tiered roles including team leaders, quality analysts, real time analysts, and subject matter experts
- Implemented standardized workflows for customer inquiries and service handling
- Provided ongoing QA reviews, reporting, and performance oversight
Today, Sourcefit continues to operate the CX program with stable coverage, trained specialists, and structured execution across customer interaction types.
Results
- 180 plus full time CX specialists supporting chat and email channels
- Improved consistency in customer interactions through standardized workflows
- Reliable coverage during peak e-commerce periods supported by predictable hiring cycles
- Embedded QA and performance oversight maintaining service quality at scale
- Reduced internal operational strain through long term team continuity
Key takeaways
Large scale CX teams support e-commerce growth: High volume brands require dedicated support capacity to maintain customer experience as demand increases.
Structured workflows improve quality: Standardized processes and QA oversight strengthen consistency across interactions.
Predictable hiring cycles enable scale: Reliable recruitment timelines help e-commerce teams stay ahead of volume spikes.
Industry learnings
High volume e-commerce environments depend on stable, well governed customer experience operations to maintain brand trust and service reliability. Offshore CX teams provide scalable capacity, structured workflows, and consistent coverage across digital channels as demand grows. This engagement demonstrates how dedicated support organizations can sustain CX quality while absorbing large scale customer interaction volume.
Learn more
Sourcefit builds dedicated customer experience teams for e-commerce organizations that require structured workflows and consistent digital support.
Explore SourceCX for integrated CX operations and reporting workflows, and WorkingAI for automation across documentation, routing, and quality processes.
Contact the Sourcefit team to discuss scalable customer experience operations for high volume e-commerce environments.
