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GV - About the brand

Galton Voysey

How Galton Voysey Scaled DTC Brands While Achieving +85% Customer Satisfaction Scores

> 85%

Customer Satisfaction Score after implementing BrandBastion

75k+

Total customer queries handled during Q4

4.6 - 4.7

TrustPilot Rating after implementing BrandBastion

01 | OVERVIEW

Delivering Top Notch Customer Service at Scale

It’s not uncommon for DTC brands to go from 0 to millions in sales almost overnight due to the power of social media advertising. Fast growth and high demand are ideal at the onset, but that needs to be met with innovative strategies across all teams to build sustainable, long-term businesses. DTC brands, therefore, need to ensure that as they scale, they take care of customer support.

GV - About the brand
02 | THEIR STORY

About The Brand

Galton Voysey's vision is to be the leading developer of Direct-to-Consumer Brands. They have a portfolio of 45+ in-house brands whereby we build, manage and own them 100% internally. They have leveraged the power of the internet, creating well-established brands such as Kamikoto and Knotte.

GV Logo

 

03 | THE CHALLENGE

Scaling Customer Service to Different Brands

  • Deliver outstanding customer service 24/7/365 while needing to scale support during the busy holiday season.
  • Responding to thousands of Customer Service requests per month was impossible for their team to manage in-house. 
  • Flexibility to provide customer support for multiple brands within a constantly developing direct-to-consumer space
  • Finding balance between scaling business while tracking and improving customer support internally.
04 |  THE SOLUTION

BrandBastion DTC Customer Service

  • BrandBastion provides trained Customer Service Agents that monitor and action customer requests, 24/7/365.
  • BrandBastion addresses every Customer Support query, only escalating issues to the Brand when necessary.
  • BrandBastion responds to customer support inquiries based on preconfigured responses that maintain brand voice.
  • BrandBastion provides detailed weekly insights on the customer support channels.
Case Study_PhoneMockup-GV

Our DTC brands grew quickly and exponentially, and we needed exceptional customer service ASAP to match that growth. BrandBastion provided us with great and fast support, offering us detailed reports and handling each customer query. The onboarding was also quick and seamless. Thanks to BrandBastion's continued support, we have been able to focus on scaling our brands

-Kimberly Woo
Galton Voysey

05 | THE RESULTS

Galton Voysey has scaled their DTC brands, knowing all customer support is proactively handled on their behalf.

Over 75K customer queries were handled with BrandBastion's DTC Customer Service Solution on Galton Voysey's behalf during Q4.  Up to 30 customer queries were managed per hour, per agent.

Galton Voysey secured a customer satisfaction score of +85%, which has provided the company peace of mind with the confidence that all customer support requests are properly and promptly handled.

Consistent customer support has allowed their internal teams to focus on continued growth and strategy.

Case Study - GV - The Results

> 85%

Customer Satisfaction Score after implementing BrandBastion

75k+

Total customer queries handled during Q4

4.6 - 4.7

TrustPilot Rating after implementing BrandBastion

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