Boosted Commerce scales customer service across 100+ brands

Boosted Commerce is a CPG (Consumer Packaged Goods) platform focused on accelerating the growth of beloved consumer brands. They do this by acquiring, investing in, and growing third-party seller businesses across Amazon (FBA) and through original product development across verticals they believe offer exceptional opportunity.

With nine brands acquired within the last six months, and plans to close three more deals by the end of the year, the Boosted team anticipated the challenge of a smooth transition and takeover of customer service and inventory management systems. Collaboration with brand founders, transparency of customer service management, and the seamless integration of these systems is key to their success.

It is critical for their team to deliver unmet standards in customer service and satisfaction, because this has a direct impact on sales, expanding their customer base, and maintaining customer loyalty to newly acquired businesses. But that’s a lot to manage: responding to all customer inquiries within a 24-hour time period, across 20 sales channels, and in marketplaces all over the world.

“I am very excited to have discovered Drag! I am impressed with this simple, cost-effective and infinitely scalable solution to facilitate our global customer service conversations.”

Anton von Rueden

President & COO @ Boosted Commerce

Anticipating the challenge of quick but successful transitions, President & COO Anton von Rueden understood early on that they would need to think critically about the scalability and ease of use of these integral systems. Before Drag, he was alone in handling all customer service for their first two brands. Finding a platform that would allow the company to maintain a consistent customer-facing experience for 100+ brands was a critical priority.

They researched and considered other traditional email and customer service platforms. Most acquired brands are based on Gmail communication, so a modern, easily integrated service was key. While recruiting a VP of Operations, one of the candidates recommended Drag during an interview. They decided to participate in the free trial and very quickly decided this was the right app for their operations.

Today, the Boosted team has cultivated an outstanding global customer service team, and this would not have been possible without Drag. Customers never doubt their value as each inquiry receives a timely response, and always from the “same” customer service team member thanks to Drag’s “Reply As” feature.

“Drag’s functionality allows our VAs to access only the emails they need to, like customer messages, without having access to other emails from the same account.”

DL

Drew Lessard

VP Operations @ Boosted Commerce

With Drag, the Boosted team sets up a customer service board, refunds board, and archive board for each brand. The entire operations team, including brand managers, have access to these boards. Everyone has the ability to “Reply As” the customer service alias, but this is mainly done by the customer service manager and virtual assistants.

Drag eliminates the back and forth of emails and questions which can easily get lost. By triaging emails and dragging only customer service related emails from the brand’s main Gmail account to a Drag board, the CS team has access only to exactly what they need, eliminating concerns over account security.

When a new brand is acquired, customer service best practices and SOPs are passed along to the Ops team. Brand founders are added as temporary Drag users so that all interactions between their customers and the Ops team are transparent. The Ops team can reach out to Brand Founders easily by using the @ mention feature. Once the team has fully taken over, they continue the practice of transparent management with their VAs.

Each board has a “To-do,” “Doing,” and “Done” column. All incoming inquiries are sorted into To-do. Once someone on the team has initiated contact, it is moved to Doing. When an inquiry is closed, it is moved to Done. This allows managers to quickly view the status of CS inquiries and ensures full transparency.

“There really is no comparison when it comes to Drag. We have a great relationship with their team, it’s incredibly easy to use, addresses all of our needs, and the price is right!”

KT

Kensie Tanner

Coordinator, Operations @ Boosted Commerce

Recently, they closed a deal on a brand that focuses on home improvement, their biggest brand to date. Overnight, they transitioned over the brand’s CS system and SOPs and took over all communications. Over the next few days, they had their VAs fully trained on an entirely new brand, new products, and new processes. Boosted’s Customer Service Manager claims that this would not be possible without Drag.

More customer stories

Waste Logics

125%faster client onboarding

Read story

CBH Homes

2 hourssaved per agent per day

Read story