Global Growth: TechStyle Fashion Group's Multilingual Success Story
How together we elevated customer experiences across borders
Who is the TechStyle Fashion Group
TechStyle Fashion Group (TFG) is a dynamic conglomerate comprising several high-value, membership-driven fashion brands, renowned for their innovative approach to apparel and accessories. Among its flagship brands are Fabletics by Kate Hudson and Savage X Fenty by Rihanna, both of which have garnered widespread acclaim and amassed large followings. TFG operates on a unique membership model, offering personalized shopping experiences and exclusive perks to its members. With a community of over 5.5 million active members, TFG has established itself as a powerhouse in the fashion industry, boasting a valuation surpassing $1 billion. Notably, TFG is recognized as one of the fastest-growing retailers in the United States and has earned accolades as a Great Place to Work from several esteemed publications. Committed to innovation, inclusivity, and customer-centricity, TechStyle Fashion Group continues to shape the landscape of fashion retail with its bold vision and cutting-edge approach.
The challenge
TechStyle Fashion Group found itself at a pivotal crossroads. With its membership-driven brands like Fabletics and Savage X Fenty soaring to new heights of popularity, the need for top-notch customer support became more pressing than ever. Yet, TechStyle faced a challenge: how to cater to its diverse global audience, spanning different languages and cultures, while also navigating the unpredictable waves of seasonal sales and product launches.
The story unfolds with TechStyle’s quest for innovative solutions. Recognizing the importance of enhancing customer experiences, they sought out a partner capable of revolutionizing their support operations.
The solution
Enter Awesome CX, poised to transform TechStyle’s customer support landscape. With a humble beginning of just 10 agents, Awesome CX soon became the “easy button” for TechStyle, seamlessly ramping up their support team to over 530 dedicated members.
But the challenges didn’t end there. TechStyle’s global footprint demanded multilingual support and scalable solutions. As seasonal sales and new product releases swept through, the partnership faced the daunting task of swiftly scaling operations to meet the surge in demand, ensuring every customer inquiry was met with speed and precision. Up to 200 new agents are added to the team during each fashion season.
Yet, amidst these challenges lay opportunity. TechStyle and Awesome CX embarked on a journey to diversify support functions, from social media moderation to workforce management, quality assurance, and beyond. Together, they seamlessly integrated diverse functions to elevate customer experiences to new heights.
The results
Enhanced Customer Experiences:
With the ability to swiftly ramp up support operations during peak seasons and new product releases, TechStyle gained operational scalability and flexibility. This agility enabled them to effectively manage fluctuations in customer inquiries and orders without compromising on service quality.
Scalability and Flexibility:
With the ability to swiftly ramp up support operations during peak seasons and new product releases, TechStyle gained operational scalability and flexibility. This agility enabled them to effectively manage fluctuations in customer inquiries and orders without compromising on service quality.
Increased Efficiency:
Through streamlined processes and innovative solutions, TechStyle achieved greater efficiency in its customer support operations. Tasks such as social media moderation, quality assurance, and workforce management were optimized, allowing resources to be allocated more effectively.
Global Expansion Facilitation:
The partnership facilitated TechStyle’s global expansion efforts by providing seamless support services across different regions and languages. This contributed to the company’s growth and success in new markets, bolstering its position as a leader in the fashion industry.
Overall, the partnership between TechStyle Fashion Group and Awesome CX yielded tangible results that drove business growth, improved customer satisfaction, and positioned TechStyle for continued success in the competitive fashion market.