Closing Peak Seasons with 95% CSAT for eCommerce Brava Fabrics

Manufacturing Service Brava Fabrics

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Brava Fabrics is a sustainable fashion brand known for its stylish and environmentally conscious clothing. Since its founding in 2015, the company has focused on creating timeless pieces using high-quality, eco-friendly materials. Designs are developed at the brand’s headquarters in Barcelona, often in collaboration with international partners. By working closely with ateliers in Spain and Portugal, personally connecting with the tailors, Brava Fabrics continues to demonstrate its commitment to ecological sustainability and ethical production.

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Who’s EverHelp?

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EverHelp is an industry-leading provider that combines human + AI efforts to deliver custom support outsourcing services. Since our founding in 2021, we have scaled from 5 employees to 1,000+ agents across 4 continents and have worked with over 100 clients. But great support today isn't just about people, but about pairing the right humans with the right technology.

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That's why we combine our expert agents with Evly, our proprietary AI customer service agent built on everything we've learned about delivering exceptional customer experiences. The result? A seamlessly blended human + AI support model that helps our clients:

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• Deliver quick responses in under 45 seconds
• Offer a true omnichannel experience across all touchpoints
• Achieve 83%+ CSAT scores
• Resolve 97% of disputes

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The Challenge: Organizing Fast Support Through 3 Main Channels

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Brava Fabrics initially approached us since they experienced challenges in managing support operations effectively. When we started working on the project, we found the key pain points to be:

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• Long FRT and AHT
• Limited capacity of the in-house team
• The large ticket backlog, connected to volume spikes during peak seasons.

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Our Solution: Fortifying In-House Team to Handle Peak Seasons & Reach 95% CSAT 

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During the first 6 months of our collaboration, we focused on supporting their existing team and improving ticket handling.

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• 1 agent joined their in-house support to cover the increasing ticket volume
• 3 support channels were covered throughout our collaboration, including email, Facebook Massenger and WhatsApp.
• 6300 tickets/month were handled by our extra agent.

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The Results

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Looking Ahead

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As of now, we have discontinued our collaboration with Brava Fabrics. If the opportunity arises, we would be glad to provide our support services once again.

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