Fractional CX provides brands with world class customer experience and customer service solutions.
We deliver on operational efficiency and customer happiness.
We cost less than hiring your own team, and we’ll get you closer to the customer than you thought possible.
Our Services
Project based
-
Don’t know where your CX team stands? Know you could use help but not sure where to start?
Top contact drivers and customer feedback
Org structure
Quality and productivity
Channel analysis
Automation and AI
Let us figure that out for you.
-
This is our bread & butter.
We use innovative research frameworks to implement a tagging schema in your help desk. Then, once we understand why customers need to contact your CX team, we’ll create a roadmap to drastically reduce ticket volume.
We’ve achieved 30-60% reductions for several brands in under a year.
-
Got a specific problem you need help with? Want to build an AI chatbot?
Contact us below to see if it’s in our wheelhouse.
Embedded team
-
Hire us to be your full, embedded CX management team. You’ll have an embedded manager with guidance and expertise from industry leading Heads of CX. All for cheaper than a single Head of CX.
-
To ensure we are tailoring to your needs we provide two options:
We can provide agents offshore, nearshore, and/or onshore. Let us be your entire CX team, management and agents. Because we are smaller and have the efficient yet robust foundational systems from years of trial and error, we don’t have the overhead of the big firms. We’ll pass that savings on to you.
We also have relationships with several top BPOs. Depending on your requirements, we can introduce you to and help set up a new relationship with other BPOs.
Sample work
-
We worked with a DTC subscription company to reduce their contact rate by 40% in 6 months.
First, we developed and deployed a customized system for the team to categorize all incoming contacts – a blend of very specific to high level, depending on the questions we needed to answer.
Second, after 6 weeks of data collection, we had a full understanding of why and when customers experienced something that caused them to contact customer service.
Third, we looked at root causes for the confusion and pain points, and developed dozens of solutions to reduce contacts over time. Many of these weren’t major features that required tons of coding – many were minor copy changes or FAQ page edits.
The result:
40% contact reduction
30% cost savings
70% fewer phone calls
A scalable categorization and feedback system
-
We worked with an appointment-based company that was fielding 1,000s of phone calls each week, mostly about scheduling or rescheduling appointments.
We researched how guests were accessing the guest services phone number, examined the incoming contact data down to the minute, and analyzed the existing schedule for weak periods.
This allowed us to create a thoughtful channel map that nudged new and existing guests to different channels where we knew they would get the best experience and outcome.
The result:
Transitioned 30% of phone calls to text
Lower staffing needs as company scales
Better guest experience by increasing phone call acceptance rate to >95% from 65%
-
A NYC based DTC brand needed interim leadership to coach and guide a young team through a busy holiday period.
We developed and coached the existing CX leads to be strong leaders and deploy new systems and processes that allowed the CX leads to autonomously manage the day-to-day after just 3 months. The CX team now sits under the Ops team, rather than needing a dedicated executive.
Think you need to hire an expensive Head of CX? There’s a good chance all you need is temporary leadership to level up your existing team.
