Cratejoy faced the challenge of scaling their customer support to match their rapid business growth. As their customer base expanded, they needed to maintain high standards of customer satisfaction while also managing an increasing number of inquiries across diverse categories. Additionally, Cratejoy had to ensure that their support team could efficiently process customer inquiries and support merchants using their platform. To tackle these challenges, Cratejoy partnered with Guru and Boldr. They employed Guru's knowledge management technology to create a comprehensive company wiki for support staff, enabling quick access to necessary information. Boldr provided outsourced customer support services, building a global team capable of adapting to Cratejoy's technology stack and maintaining Cratejoy's values. This collaboration ensured that new representatives were fully equipped with the information they needed right at their fingertips via integrations with tools like Slack and Google Chrome. The partnership yielded significant results for Cratejoy. They achieved reduced time-to-resolution by enhancing in-workflow knowledge, which also increased agent confidence. New agents experienced reduced time-to-first-call due to on-demand knowledge access, helping them quickly become effective in resolving customer issues. Overall, Cratejoy saw improvements in customer support consistency and efficiency, leading to happier customers and more empowered support agents.

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GasBuddy faced challenges in scaling their operations with an effective global team. They struggled to find a reliable outsourcing partner that prioritized both business and employee welfare. The existing outsourcing models often put profits over the well-being of team members, making it difficult for GasBuddy to build trust and achieve growth. The company partnered with Boldr, a people-focused outsourcing firm, to assemble a team that reflects their values and business goals. Boldr's mission-driven approach helped create a solution that emphasized ethical business practices and meaningful career development for team members. This collaboration allowed GasBuddy to leverage global talent for driving business objectives without compromising on the well-being of the workforce. As a result of this collaboration, GasBuddy successfully expanded its operations globally, becoming supported by 1,500+ team members across 5 countries. Built on the foundation of ethical outsourcing, they achieved better trust and performance outcomes, solidifying their position in the market while contributing to local community growth through job creation.

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Coassemble faced challenges in managing their customer support operations efficiently while keeping costs under control. As their business grew, they struggled to maintain quality support without inflating their operational expenses. They needed a solution to scale their support effectively and ensure consistent service quality. To address these challenges, Coassemble decided to outsource key processes to the Philippines, partnering with Boldr. This strategy was aimed at leveraging Boldr’s expertise in outsourcing solutions to build a flexible team capable of adapting to Coassemble’s growing needs. The partnership focused on developing and training a local support team to handle customer inquiries, manage support tickets, and provide efficient service. The outsourcing initiative resulted in a significant transformation of Coassemble's customer support operations. Coassemble successfully expanded its support capabilities while keeping operational costs in check. The partnership allowed the company to improve service quality, ensuring that customer inquiries were addressed promptly and effectively, leading to enhanced customer satisfaction and loyalty.

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Clerk (Popspots) faced significant challenges in managing and scaling their business operations across different geographies. They needed a reliable outsourcing solution that could adapt to their evolving needs, offering flexibility while maintaining high-quality performance. The complexity of managing a geographically diverse team also posed unique hurdles in ensuring consistent service delivery and employee engagement. To address these challenges, Clerk (Popspots) partnered with Boldr to leverage their managed outsourcing services. Boldr provided a flexible and scalable global team through their Global Employment (EOR) service, enabling Clerk (Popspots) to manage local hiring efficiently. Boldr's people-focused approach, combined with their expertise in building high-performing teams, helped streamline operations and improve cultural diversity across Clerk (Popspots) workforce. As a result, Clerk (Popspots) achieved substantial growth and improved operational efficiency. Boldr's outsourcing solution enabled the client to scale their teams to over 1,500 members across five countries, enhancing their capability to provide services 24/7. This partnership not only facilitated business expansion but also helped establish a strong, geographically diverse workforce that supported Clerk (Popspots) in achieving its business objectives.

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Octane AI faced a significant challenge after being invited to the Shopify Plus Support certified technology program. The company needed to comply with stringent service level agreements, including providing a 24/7 support system with a 30-minute response time for critical priority items and a 6-hour response time for urgent items. They were seeking a scalable and efficient support strategy to meet these requirements. To address the challenge, Octane AI partnered with Boldr, which implemented a Flex Team to handle off-hour support requests outside of U.S. and European coverage times. This team operated effectively at nights and weekends to ensure continuous support. Additionally, Boldr customized Intercom to align with Octane AI's brand and ensured all inputs were routed into a single queue, enabling efficient responses to customer inquiries. The results were impressive as Octane AI successfully met the stringent Shopify Plus SLAs through the innovative solutions proposed by Boldr. A total of 9 different solutions were evaluated, with the final approach involving Google Apps Script automations for email queue management. This ensured that Octane AI could provide timely responses, ultimately allowing them to smoothly launch in the Shopify Plus marketplace.

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UrbanStems faced a significant challenge during the 2020 Mother's Day season, expecting extraordinary demand due to its own rising popularity and the impact of COVID-19 driving eCommerce volumes to record levels. The company needed to manage high-quality customer experiences despite the uncertainty and potential disruption in supply chains and logistics. To address this challenge, UrbanStems partnered with Boldr to develop a flexible and adaptable customer support strategy. Boldr helped UrbanStems prepare for various scenarios, enabling the company to scale support up to 10 times the usual number of agents during peak times. They focused on cross-training existing staff, hiring seasonal agents, and designing a staffing plan that allowed for both quick scaling and reduction as needed. The collaboration led to excellent results, with UrbanStems successfully managing record-high customer support volumes during Mother's Day 2020. Despite the volume being 130% higher than expected, the Boldr team efficiently handled customer requests, ensuring a smooth experience. The planning minimized customer follow-ups and optimized ticket prioritization, resulting in improved customer satisfaction and operational success.

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Urth, an environmentally conscious startup based in Australia, faced challenges managing an increasing number of customer queries as their business expanded. Their internal team struggled with the growing demand for customer service, which impacted their ability to focus on other strategic projects. The situation prompted them to seek a more scalable and sustainable solution to maintain their service quality amidst rapid growth. To address these challenges, Urth decided to outsource their customer support operations to an expert partner, allowing them to scale their customer service capabilities effectively. This move enabled Urth to leverage professional expertise in managing customer inquiries while focusing on other core business areas. The outsourced team was entrusted with the responsibility of providing excellent customer service aligned with Urth's values and operational needs. As a result of outsourcing, Urth experienced significant improvements in their service operations. The partnership led to reduced first response times and increased live chat coverage, enhancing the overall customer experience. The quality of service improved notably, allowing Urth to provide a more professional and dedicated support experience for their customers.

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Tractive, a leading GPS pet tracking device manufacturer, faced the challenge of expanding its operations globally, specifically in the North American market. They sought to enhance their customer experience by providing 24/7 multilingual support. To achieve this, they required diverse and multilingual customer support to supplement their internal efforts. This need for high-quality customer interaction led them towards outsourcing, while they focused on core expansion strategies. To address these challenges, Tractive partnered with Boldr in 2020 to handle a portion of their customer support operations. The collaboration focused on email and chat support using the Zendesk CRM system to ensure high-quality interactions with personalized responses. Boldr recruited an initial team of six members and offered support in various languages, helping Tractive realize their customer experience goals. The outsourced team's ability to embrace Tractive's culture and approach allowed the internal teams to concentrate on strategic growth initiatives. The partnership resulted in significant achievements for Tractive, including the ability to maintain a 4-day work week for their internal team while effectively managing customer support demands. The Boldr team expanded from six to 24 members, and the service efficiency metrics significantly improved. Tractive achieved a first response time of 30-35 seconds for chat support, well under the 60-second requirement, and resolution times for both chats and emails performed better than set targets. This collaboration continues to support Tractive's global expansion efforts by ensuring consistent and high-quality customer engagement.

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Babylist faced a significant challenge in building a scalable remote team that aligned with their company values while solving job security issues. As their user base grew, Babylist relied heavily on a large team of freelancers to manage customer support and operations. Although they gained flexibility and expertise from freelancers, issues such as lack of job security, IT support, and data privacy concerns limited the potential for long-term growth and team cohesion. To address these challenges, Babylist embarked on a mission to find a Professional Employer Organization (PEO) partner to manage employee-related responsibilities like benefits, payroll, and taxes. This transition aimed to retain the quality of freelance work while providing work contract benefits, thus ensuring security for their team and aligning with their core value of prioritizing people. After extensive research, Babylist chose Boldr for their alignment in culture, focus on data security, and comprehensive team support, which promised a seamless transition for the Happiness Heroes team. The partnership with Boldr resulted in significant improvements for Babylist. Despite initial concerns, the shift to Boldr led to 100% retention of their Philippines workforce, who previously expressed reluctance towards a structured work environment. The transition offered enhanced benefits such as health coverage, paid leaves, and mental health support. It strengthened the relationship between Babylist and its team members, ensuring job security and a positive, supportive work culture that aligned with both Babylist’s and Boldr's values.

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Before partnering with Boldr, Babylist faced challenges in managing its support team, which was spread across the Philippines with personnel working via individual contracts. This situation presented problems with IT security, scalability, and team retention. Babylist anticipated significant growth and aimed to retain at least 80% of their valuable team members, despite the complicated contract structure and the inefficiencies inherent in using personal devices for work. To address these challenges, Babylist adopted Boldr's Employer-of-Record (EOR) outsourcing model. This transition allowed Babylist to streamline their operations, improve compliance, and better manage IT resources by centralizing employee oversight under Boldr's service. The EOR model provided a formal structure for team growth and retention, encouraging alignment with local labor laws and offering stability to team members who had previously worked through informal, individual contracts. The results of the transition were significant. Babylist achieved remarkable outcomes by retaining 100% of their original team members, far exceeding their initial goal. Additionally, the support team expanded from 22 to nearly 100 members, across multiple departments and functions. This growth facilitated a broader scope of work within Babylist, enhancing both quality and efficiency in operations. With high QA scores and extensive positive customer feedback, Babylist experienced a substantial improvement in their support system's impact, all while maintaining a low attrition rate and reinforcing their people-focused culture.

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BabyBjörn, a leader in the baby products market, faced challenges in managing customer experience due to the increasing number of clients and orders. Emily McCormack, the sole customer experience representative at the New York office, realized the need for a strategic partner to help manage these growing demands, especially with the launch of a North American eCommerce shop. The existing internal processes weren't sufficient to handle the expanded customer base, leading to operational stalls and increasing pressure on customer support. In response to these challenges, BabyBjörn partnered with a third-party company, Boldr, to create a dedicated, consumer-facing team that aligned with BabyBjörn's family-centric culture. Boldr's ability to design custom-oriented teams with shared values simplified the partnership process. The collaboration also included transitioning to a new CRM platform, Zendesk, which had its complexities but promised improvements in customer experience through better data capturing and agent guidelines. The multilingual capabilities of Boldr further strengthened BabyBjörn's European support, ensuring seamless revisions and support across different languages. As a result of these initiatives, BabyBjörn significantly improved its customer support metrics. They achieved a Reply Within SLA rate of 95% and an Answered Calls rate of 70%, enhancing their overall service efficiency. This partnership allowed Emily to focus on other vital work projects, improving the department's flexibility and responsiveness. The transition to Zendesk also positioned BabyBjörn to leverage best practices and optimize their key performance indicators.

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Interfolio faced challenges in managing their customer support desk, which saw an influx of high volume they couldn't keep up with. They initially started working with Boldr to handle their fulfillment processes, but as demands grew, they needed expertise in other areas like email, live chat, and phone support. Interfolio wanted a reliable partner that aligned with their values and could provide seamless communication and quality work across various aspects of their support operations. To address these challenges, Interfolio formed a partnership with Boldr, a mission-driven outsourcing company, to manage their support tasks and improve efficiency. Boldr provided resources to handle multiple processes, including fulfillment, email, and live chat support. This involved onboarding individuals who became integrated into Interfolio's team, participating in daily activities and regular communication to ensure alignment with Interfolio’s standards and values. Through this partnership, they could focus more on strategic operations while Boldr managed day-to-day support duties seamlessly. As a result, Interfolio expanded their capacity in support and quality assurance over the seven-year partnership without encountering any significant issues. This allowed Interfolio to maintain high-quality support services and adapt to varying workload demands efficiently. The partnership supported Interfolio's goal to ensure reliable and consistent support, with Boldr successfully integrating into Interfolio's team culture and delivering on their expectations.

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BibliU, a UK-based edtech company, faced challenges in managing seasonal customer experience (CX) demands during peak academic periods. Their main challenge was the increased volume of support required by universities and bookstores during these times, which ranged from basic troubleshooting to more complex issues that exceeded self-help capabilities. The need for scalability and reliability in their operations was crucial to maintaining service excellence. In response to these challenges, BibliU partnered with Boldr, an outsourcing company aligned with BibliU's values of ethical services and community upliftment. Boldr provided a dedicated team for customer care and quality assurance, ensuring that textbook implementations met university requirements. Over time, Boldr helped BibliU develop more streamlined and efficient processes, including specialized incident management and dedicated help articles to reduce support ticket volumes. By leveraging Boldr's support and process improvements, BibliU was able to significantly grow its business and enhance customer satisfaction. The partnership facilitated a community-oriented approach, allowing BibliU to expand and better serve their institutional clients. The collaboration also enabled flexibility through the addition of a dedicated QA team member and improved incident management processes, which were integrated into BibliU's permanent operations.

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Urth, an Australia-based company known for its photography equipment, faced significant challenges during the COVID-19 pandemic as their customer base rapidly expanded, leading to increased customer inquiries and overwhelmed internal support teams. Their mission-driven focus and commitment to environmental consciousness meant they needed an outsourcing partner who shared their values and could provide the scalability required to maintain high-quality customer support. To address these challenges, Urth partnered with Boldr, an outsourcing company that matched Urth's mission-driven ethos. The initial phase of the partnership involved a period of adaptation and mutual understanding to align processes and expectations. Boldr's B Corp certification and dedication to social and environmental responsibility played a crucial role in establishing this partnership, as it resonated with Urth's commitment to creating positive impacts. As a result of the collaboration with Boldr, Urth achieved remarkable improvements in their customer support metrics. Within 60 days of partnering, Urth reduced its overall First Response Time (FRT) by 35%, keeping it consistently below a 24-hour KPI threshold. In September 2023, Email FRT was 2h32m and Chat FRT was 2m52s. Their Customer Satisfaction (CSAT) rating remained high, with Email CSAT at 91% and Chat CSAT at 96%. The partnership enabled Urth to handle rapid growth effectively while staying true to their mission and values.

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Cratejoy faced a significant challenge as customer growth surged, necessitating more robust customer support to maintain satisfaction. The complexity of managing a vast array of subscription categories—from books to food and more—required an efficient system to onboard and equip support agents with the necessary tools to succeed. This urgent scaling issue called for a solution that could handle the increasing number of inquiries while ensuring high-quality service. To tackle this, Cratejoy implemented a twofold solution. They utilized Guru's next-generation company wiki to establish a comprehensive knowledge base, which ensured new team members had immediate access to necessary information. Concurrently, they engaged Boldr, a purpose-driven outsourcing company, to assemble a global team that could seamlessly integrate with Cratejoy’s existing operations and tools. This collaboration allowed Cratejoy to adapt to the demands of their expanding customer base effectively. The results of this partnership were remarkable. Cratejoy was able to reduce the time-to-resolution significantly while bolstering agent confidence and overall efficiency. The integration of Guru’s trusted, accessible information helped decrease the time for new agents to handle their first calls. This paradigm shift helped Cratejoy uphold their commitment to delivering joy to their customers through superior service.

Project Details

BabyBjörn, a renowned Swedish family-owned company in the baby products market, faced a significant challenge with their customer experience operations as they expanded globally. Emily McCormack, the sole CX representative in their New York office, noticed the rising needs due to increased client and order numbers. To improve service and prepare for the launch of a North American eCommerce shop, Emily realized the need for additional support to maintain the premium customer service BabyBjörn is known for. To address these challenges, BabyBjörn partnered with Boldr to develop a scalable, flexible, and cost-effective customer service team. Boldr's culturally aligned, custom-oriented teams helped manage the influx of customer inquiries without resorting to automated systems. Additionally, BabyBjörn transitioned to a new CRM platform, Zendesk, with Boldr's assistance, which included migrating data and ensuring agents were well-equipped with agent-only articles and revisions to FAQs for European support teams. The result of these initiatives was impressive SLA compliance, as Boldr maintained a 'Reply Within SLA' rate of 95% or above for email and chat support. The voice support also maintained a 70% call answer rate. Customer satisfaction ratings remained strong with a consistent score of 8, demonstrating the successful partnership between BabyBjörn and Boldr to enhance their customer experience without compromising quality.

Project Details

GasBuddy faced significant challenges with rising operational costs and inefficiencies in managing its customer support operations. The internal team was stretched thin, leading to longer response times and reduced customer satisfaction levels. Additionally, the cost of maintaining an in-house support team continued to rise, pressing GasBuddy to seek a more cost-effective and efficient solution. To address these challenges, GasBuddy partnered with Boldr for managed outsourcing services. Boldr leveraged its global employment expertise to build a dedicated support team tailored to GasBuddy's specific needs. The team focused on improving response times and enhancing customer interactions while ensuring seamless integration with GasBuddy's existing processes. As a result of this partnership, GasBuddy successfully reduced its operational costs by $1 million annually. The outsourced team improved response times, leading to higher customer satisfaction ratings. GasBuddy's internal resources were freed up to focus on core business activities, leading to overall improvements in efficiency and performance.

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Coassemble faced challenges in scaling their operations while maintaining quality customer support and technical services. They needed a flexible and reliable solution to manage these tasks across different regions without compromising their core business focus. This presented a complex problem, as it required talent with the right expertise and the ability to operate seamlessly in a global context. To address these challenges, Coassemble partnered with Boldr for managed outsourcing. Boldr provided the needed expertise, infrastructure, and personnel to streamline their operations. By leveraging Boldr's global employment services and flexible outsourcing capabilities, Coassemble was able to build a reliable team that could handle their customer support and technical needs effectively, ensuring continuity and efficiency across multiple regions. As a result, Coassemble successfully hired over 1,500 team members across 5 countries, ensuring they could deliver consistent and high-quality services to their clients. The partnership with Boldr allowed them to scale their operations without compromising service quality, ultimately driving business growth and improving their competitive stance in the market.

Project Details

Boldr encountered the challenge of expanding their global presence while maintaining a cohesive and effective team across different regions and time zones. They needed to ensure that the outsourced teams could deliver consistently high performance and align with the company's mission-driven approach. To tackle this challenge, Boldr implemented a global employment strategy, building a team of experts in local hiring. They leveraged cultural diversity by creating a flexible global team that could operate across all time zones. The company also partnered with nonprofits and governments to create digital upskilling programs for talent development. As a result, Boldr successfully grew to 1500+ team members operating in 5 countries, speaking over 10 languages, and providing 24/7 services. This expansion allowed Boldr to connect clients with opportunities worldwide, creating a resilient and loyal client base while supporting local communities.

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Octane AI faced the challenge of adapting its business and service model to meet the guidelines and expectations of Shopify Plus and its customers. The most pressing concern was to implement a service level agreement (SLA) that guaranteed 24/7 support with a 30-minute response time for critical priority items and a 6-hour response for urgent items. Meeting Shopify Plus requirements was crucial for Octane AI to maintain its operational integrity and customer satisfaction. To address this challenge, Octane AI partnered with Boldr, which utilized its Flex Team to provide support outside of US working hours, specifically during nights and weekends. This approach ensured Octane AI had the necessary 24/7 support coverage. In addition to staffing, Boldr collaborated with Octane AI to customize Intercom for efficient prioritization and response handling, bringing all inputs into a single queue and allowing escalation based on priority. As a result of this strategic collaboration, Octane AI successfully met the coverage requirements of Shopify Plus. The implementation of Google Apps Script automation further optimized their email response and routing, allowing for immediate scalability and efficient processing of customer interactions across multiple channels. This comprehensive approach not only prepared Octane AI for its launch in the Shopify Plus marketplace but also established a scalable support solution for long-term success.

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UrbanStems faced a unique challenge in the 2020 Mother's Day season, characterized by record volumes and heightened demand. The company needed to navigate the complexities of eCommerce surges that were intensified by the COVID-19 pandemic. With the experience of previous high-demand periods, such as Valentine’s Day, UrbanStems anticipated a significant uptick in orders and customer support inquiries requiring a strategic approach to staffing and operations. To address this challenge, UrbanStems collaborated with Boldr to develop a comprehensive and flexible staffing plan. Boldr's partnership since Valentine's Day 2017 proved valuable as they worked together to prepare for surges by increasing support agents tenfold during key shifts. This plan involved cross-training existing team members, hiring seasonal staff, and implementing contingency measures to accommodate fluctuating demand while maintaining service levels. The results were impressive, as UrbanStems exhibited its smoothest and most profitable Mother's Day performance to date. The company successfully managed a 130% increase in phone support volume, ensuring calls were handled on the first attempt, reducing follow-up inquiries. With 100 team members efficiently collaborating in a remote work environment, UrbanStems achieved exceptional service quality and customer satisfaction, highlighting the effectiveness of their strategic partnership with Boldr.

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Urth, an Australia-based startup, faced challenges in managing the increasing number of customer support queries due to their rapid growth. Their small team struggled to keep up with the demand while focusing on other critical projects, which led them to explore sustainable and scalable solutions. They recognized that maintaining a high-quality customer experience was crucial, but their internal resources were insufficient to handle the growing workload effectively. To address this challenge, Urth decided to outsource their customer support to a specialized partner, Boldr. The decision allowed Urth to scale their support operations more efficiently than by expanding their internal team. Boldr, known for its attention to detail and robust support processes, provided Urth with the necessary expertise to handle complex customer issues, ensuring that Urth's ethos of conscious and people-first business practices were integrated into their outsourced team. As a result of outsourcing to Boldr, Urth reported a significant improvement in customer service quality, with reduced first response times and increased live chat coverage. This allowed Urth to offer a better customer experience, thereby aligning with their core value of providing excellent service. The partnership enabled Urth to focus on their growth and core projects, confident that their customer support was in expert hands.

Project Details

Tractive, a renowned manufacturer of GPS tracking devices for pets, faced the challenge of expanding their global operations while maintaining a high standard of customer support. They needed a partner to provide multilingual support, supplementing their internal efforts, and addressing the personalized needs of pet owners worldwide. Their goal was to establish and strengthen their brand presence in new regions, including the US, while ensuring an exceptional customer experience. To tackle this, Tractive partnered with Boldr in 2020, opting for a customer support model focused on email and chat rather than traditional phone support. Boldr provided 24/7 support in several languages, allowing Tractive to focus on its growth strategy in both Europe and North America. With the integration of Zendesk CRM, Tractive leveraged its user-friendly interface to manage customer interactions effectively and gain insights through robust statistical tools. Boldr's agents were trained to deliver personalized and empathetic customer interactions, aligning with Tractive’s human-centric approach to CX. As a result of the partnership, Tractive was able to expand its external support team from an initial 6 to 24 members, offering multilingual support and helping transition their internal team to a 4-day work week. Customer satisfaction was improved as response times for chat and emails were consistently maintained below the target thresholds, with chat resolution times averaging 9-10 minutes and email support exceeding the First Response Time (FRT) goal of 24 hours. The collaboration enabled Tractive to handle peak periods effectively and continue its upward trajectory in the pet tracking market.

Project Details

In the spring of 2020, Brooklinen faced an unprecedented challenge due to the early stages of the COVID-19 pandemic. With expectations of high customer demand during Black Friday and Cyber Monday, they realized their existing outsourcing partner was insufficient to handle the surge in customer inquiries. Maintaining quality customer support was critical to their brand, and they sought a new partner capable of upholding their brand values and delivering superior service efficiently. Boldr provided a solution by becoming the adaptable and brand-aligned extension that Brooklinen needed. The company placed a high value on maintaining brand loyalty and knowledge while staffing for seasonal surges. Boldr trained a custom-built team, understanding Brooklinen's focus on customer experience and deeply embedding into their processes and culture. Through rigorous testing and transparency, Boldr prepared for the holiday surge by implementing specialized LiveChat and voice support. The results were significant. Boldr successfully managed the seasonal peak, allowing Brooklinen to off-board their previous BPO partner. They increased their team from 7 to over 70 members globally, providing year-round customer support including 24/7 email, LiveChat, and voice coverage. The collaboration allowed Brooklinen to maintain its brand reputation while enhancing its customer service landscape, and Boldr continues to evolve its services alongside Brooklinen's needs.

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Babylist faced a challenge in building a scalable remote team that aligned with their company values and was cost-effective. They initially used freelancers to manage customer support and operations but encountered issues such as IT support inadequacies and lack of job security for team members. To address these challenges, Babylist decided to collaborate with a Professional Employer Organization (PEO). After an extensive search for the right partner, they chose Boldr due to their alignment with Babylist's values and their focus on employee wellness and support. This partnership provided Babylist's team with essential benefits like health coverage and IT support. As a result, Babylist achieved a 100% retention rate of their Filipino workforce during the transition to the new work model. The team members felt more secure and appreciated, contributing to a positive work environment and improved morale. This collaboration marked a successful shift from freelance to more structured employment without losing the desired company culture.

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Interfolio faced challenges in effectively scaling their support and engineering teams while maintaining high quality service standards. They needed a reliable outsourcing partner to handle various aspects of their operations, including support desk management and engineering tasks, without compromising on performance and communication. To address these challenges, Interfolio partnered with Boldr over seven years ago. Boldr provided managed outsourcing services that allowed Interfolio to expand their capabilities across multiple teams such as support, quality assurance, and engineering. This partnership emphasized open communication, trust, and values alignment, ensuring that the outsourced teams felt integrated and focused on the company's goals. As a result of this collaboration, Interfolio successfully expanded its operations with the help of Boldr. They now have over 1500 team members across various roles, managing tasks such as email and phone support seamlessly. The partnership allowed Interfolio to focus on growth and quality, benefiting from Boldr’s expertise and efficient handling of support processes without any major operational hiccups.

Project Details

Brooklinen, a leading luxury bedding company, faced a challenge during the early phases of the COVID-19 pandemic. Anticipating a massive surge in customer inquiries during Black Friday and Cyber Monday, they needed a partner to manage the expected high customer demand. Their existing partner found it challenging to scale during peak periods, prompting Brooklinen to seek additional reliable support for maintaining high customer service standards. Boldr stepped in as a new partner for Brooklinen, valuing the intricate brand values and cultural foundation the company had built. By deploying a custom-trained, brand-loyal team, Boldr catered to Brooklinen’s specific needs, prioritizing customer-centric interactions. Integration with Brooklinen’s internal processes and the company's distinctive retail experience led to successful delivery on Brooklinen's service expectations. With Boldr's support, Brooklinen met its holiday customer support goals and successfully off-boarded its previous BPO partner. Initial support included seven team members, which expanded to over 70 globally in subsequent years, providing 24/7 customer service coverage. This expansion played a critical role during seasonal peaks, enhancing Brooklinen’s customer service experience while growing a fruitful and enduring partnership with Boldr.

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Caraway faced the challenge of scaling its operations during rapid growth, particularly during the busy holiday season. With a fast-growing e-commerce presence, they needed to rethink their customer experience strategies to handle increasing demand. Their commitment to offering personalized and empathetic customer service led them to re-evaluate their traditional metrics and focus on building a team that resonated with their core values. To address these challenges, Caraway partnered with Boldr to enhance their customer experience operations. They adopted a hybrid model that combined in-house team members with outsourced support from Boldr. This collaboration aimed to integrate empathy into their customer service approach, encouraging team members to unlearn conventional methods and prioritize human connections. The partnership also included leveraging technology like Gorgias and Loop to streamline operations and support customer interactions effectively. The results of implementing these strategies were significant. Caraway achieved its highest ever Customer Satisfaction (CSAT) scores by leading with empathy in customer interactions. Additionally, their response times for emails and chats were reduced drastically, enabling customers to reach live agents promptly. The combination of empathy-driven service and innovative use of technology demonstrated how they successfully adapted to the challenges posed by their rapid growth.

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Interfolio, an enterprise technology company focusing on the global higher education market, faced challenges in improving customer experience metrics for their Dossier business while reallocating resources towards a new product. The time-sensitive nature of the project, coupled with the need to manage increased volume during peak seasons, required a rapid and effective solution. To address these challenges, Boldr collaborated with Interfolio to migrate the project to the Philippines, showcasing their ability to quickly assemble and train a capable team. The process involved a commitment to bi-weekly calls, strict adherence to a project plan, and accountability on both sides. Boldr emphasized integrating feedback from Interfolio to dovetail their objectives, thereby streamlining workflows and fine-tuning operational performance. The collaboration resulted in the successful improvement of customer experience metrics within the given timeframe, with Boldr effectively absorbing feedback and establishing themselves as an integral part of Interfolio's processes. This partnership not only achieved the desired outcomes but also laid the foundation for future cooperation by demonstrating Boldr's adaptability and commitment to mutual growth.

Project Details

Caraway faced a challenge as they approached the 2022 holiday season. They needed to prepare for significant customer demand while maintaining high standards of customer experience. Their leadership believed that the conventional metrics-focused approach was not sufficient in a remote-first world, especially when empathy and human connection were increasingly important. To address this, Caraway decided to partner with Boldr, seeking to align their values and leverage external resources to support their growth. Caraway implemented several initiatives to transform their customer experience. They focused on embedding empathy as a core value, rather than treating efficiency and response time as primary metrics. This shift involved telling new hires to unlearn traditional customer service methods and retraining them to prioritize empathy and communication. The tech stack was also crucial, with tools like Gorgias for helpdesk operations and Stella Connect for enhancing customer satisfaction. As a result of these changes, Caraway saw significant improvements in their customer experience metrics. They achieved the highest Customer Satisfaction (CSAT) scores since their launch and substantially reduced response times for emails and live chats. The combination of a human-focused approach with strategic outsourcing and a robust tech stack allowed Caraway to not only meet but exceed customer expectations during a peak growth period.

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Afresh was facing the challenge of building a support team from the ground up while managing the increasing demands of their grocery product customer base. The need for an international team was imperative to cover early morning and overnight support times, as well as to handle the volume increase expected with the rollout to a large customer. The main problem was signaling scalable growth to investors in a cost-effective manner, as their internal team was too small to handle the projected demand. To address these needs, Afresh partnered with Boldr, an ethical outsourcing company. Afresh connected with Boldr through the Support Driven community, seeking a mission-driven partnership to tackle their growing support needs. Boldr provided a global team of support engineers skilled in SQL and technical support, enabling Afresh to meet international customer demand efficiently without compromising ethical considerations. Boldr's initial engagement involved setting transparent KPIs to ensure measurable outcomes and quality standards. The partnership between Afresh and Boldr led to significant improvements in their support functions. Boldr's team delivered quick response times, improving Afresh's support capabilities crucial for their mission-critical product. This collaboration allowed the internal team to focus on higher-value activities, scaling support to meet high demands during peak periods, such as holiday seasons in grocery. Ethical impact sourcing through partnerships with organizations like Girlcode and Life Choices contributed to reducing unemployment rates in South Africa, providing additional social benefits to the partnership.

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Iterable faced a significant challenge in providing round-the-clock support coverage across the globe. Initially, their support team was spread across the United States, the United Kingdom, and Australia, giving them 18-hour coverage but still leaving a 48-hour weekend gap. This lack of complete coverage became a pressing issue as their business continued to grow and demanded a seamless support experience for their customers, irrespective of time zones. To address this challenge, Neil Smith, VP of Technical Support at Iterable, embarked on finding a Business Process Outsourcing (BPO) partner who could provide talent willing to work during these difficult-to-staff hours. After evaluating various models, they opted for a shared resource model, allowing them to integrate three full-time BPO agents who worked overlapping shifts with existing team members. This approach not only filled the weekend gap but also ensured alignment with Iterable's core values. As a result, Iterable successfully established 24-hour, five-day support coverage. The integration of the BPO team members was seamless, with the new hires quickly acclimating to Iterable's processes and values. The BPO partnership also enabled Iterable to expand the team further, adding two additional people to manage increased customer demand efficiently. This strategy not only solved their immediate coverage gap but also provided a cost-effective solution without compromising on values or service quality.

Project Details

Feather, a sister company of Showroom, faced the challenge of managing an intricate customer experience department while maintaining high-touch service standards for their luxury home staging and furniture rental services. The Director of Customer Experience was overwhelmed by the need to handle day-to-day tasks and customer queries, which distracted the team from focusing on strategic improvements and optimizing customer interactions. To address these challenges, Feather decided to partner with Boldr for outsourcing. The primary goal was to offload the daily operational tasks, such as filtering through numerous resumes and handling routine customer inquiries, to allow the in-house team to concentrate on strategic development. Boldr provided a seamless and sustainable outsourcing partnership, allowing Feather to maintain their values and high service standards through shared responsibilities. As a result of this partnership, Feather experienced a relieved burden on its customer service team, enabling them to focus more on strategy. The ease of outsourcing the operational duties allowed Feather to maintain a high level of customer experience, reinforce their values, and create a balanced workload. The collaboration with Boldr resulted in a more efficient approach by quickly handling task requests and leveraging Boldr's expertise in supporting and managing customer service operations.

Project Details

GOLFZON, a leader in golf simulation technology, faced challenges in scaling their customer services to match the growth of their premium product brand, especially after expanding to North America. The diverse clientele, consisting of commercial businesses and high-end individual setups, demanded a level of service that GOLFZON's existing structure could not maintain due to limited capacity and an increasing volume of support requests. To address these challenges, GOLFZON partnered with Boldr to craft a tailored customer experience solution. Boldr built a flexible, high-performing bilingual team and implemented in-depth training programs aligning with GOLFZON's brand. This included developing efficient workflows and communication protocols to reduce response and resolution times, as well as training team members for premium, white glove support reflecting GOLFZON’s core values. The partnership resulted in a significant transformation in GOLFZON's customer service operations. Within three months, they achieved a 50% reduction in average resolution time and a 37.8% improvement in first response time, ensuring uninterrupted use of their simulators. Customer satisfaction also soared, achieving a 98% CSAT score. Additionally, GOLFZON realized a 50% cost saving by optimizing their support operations with Boldr, allowing them to focus resources on core growth and product development strategies.

Project Details

The rapid transformation of industries by artificial intelligence, especially generative AI, has brought significant disruptions to customer experience (CX). Companies worldwide are eager to leverage AI to streamline processes and provide 24/7 support. However, challenges arise when businesses over-rely on AI, risking a loss of the personal touch that fosters customer loyalty. Human elements in CX remain crucial, especially in dealing with complex issues where empathy and judgment are needed. To address these challenges, a winning strategy involves an intentional blend of human expertise and intelligent technology. Strategic AI implementations assist support teams, reducing repetitive tasks and freeing them for high-value engagements such as proactive outreach and relationship building. AI acts as a copilot, aiding agents in finding information quickly and adding context to interactions, while human support ensures emotional intelligence and connection. The results of integrating AI and human efforts into CX were evident. Companies observed a drop in ticket numbers, allowing teams to engage in higher-touch activities like video calls and personalized outreach. This balance accelerated onboarding and enhanced training, elevating team performance. Ultimately, organizations that maintained a human-centered approach with AI realized sustainable growth and operational efficiency.

Project Details

Founder & CEO David Sudolsky ranked #66 on the 2023 MO100 Top Impact CEO Ranking, compiled by Big Path Capital.

100% of Boldr team members earn a living wage across all operating locations.

Participant in the United Nations Global Compact, aligned with Sustainable Development Goal 8 (Decent Work and Economic Growth).

Certified as a Minority Business Enterprise (MBE) by the National Minority Supplier Development Council in 2024.

B Corp certified with a B Impact Score of 97.5 (median for ordinary businesses is 50.9). First and largest global B Corp Certified BPO, and first B Corp Certified BPO in the Philippines.

Named to the Inc. 5000 list of fastest-growing private companies for 4 consecutive years: #1,053 (2022), #1,192 (2023), #1,357 (2024), #4,646 (2025).