E-commerce Store Scales Customer Service 3x
How an Australian fashion retailer handled peak season without stress
< 4 hrs
Response Time
4.8/5
Customer Satisfaction
3x
Tickets Handled
-15%
Return Rate
The Challenge
James's online store was growing rapidly, but customer service was becoming a bottleneck. During peak periods (Black Friday, Christmas), response times stretched to 48+ hours, leading to negative reviews and lost sales. Hiring seasonal staff was expensive and unreliable.
The Solution
We provided a flexible customer service VA team that could scale up during peak periods. The VAs handled email inquiries, live chat, order tracking, and returns processing using Shopify and Gorgias. We created templated responses while maintaining a personal touch.
The Results
< 4 hrs
Response Time
Down from 48+ hours
4.8/5
Customer Satisfaction
Up from 3.9/5
3x
Tickets Handled
During peak season
-15%
Return Rate
Due to better pre-sale support
“Peak season used to be a nightmare. Now it's actually enjoyable. My VAs handle everything professionally, and I can focus on marketing and growth. Best business decision I've made.”
James K.
E-commerce Founder
About the Client
Industry
E-commerce
Contact
James K., E-commerce Founder
Location
Sydney, NSW
Engagement
12 months
Services Used
Want Similar Results?
Let's discuss how Quick VA can help your business achieve the same success.
Get StartedMore Success Stories
Real Estate Agency Saves 20+ Hours Weekly
How a Melbourne boutique agency scaled their listings without hiring full-time staff
Accounting Firm Streamlines Client Bookkeeping
How a Brisbane practice freed up accountants for advisory work
Ready to Reclaim Your Time?
Join Growing Australian businesses who've transformed their productivity with Quick VA. Start your journey today.
Prefer to talk? We're here to help.
+61 478 639 319