Success Story

How TalentPop Helped Jolyn Escape The Bottlenecks With Their 3PL And Smooth Out Processes Within The Company

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Meet the

Jolyn

Brand

For the past decade, Jolyn has been reinventing women’s competitive swimwear to create better-fitting solutions that are as durable and unique as the women who wear them. With a focus on providing sustainable swimsuits designed for all bodies, Jolyn is on a mission to help and support women in reaching their goals (and have a little fun along the way).

The Challenge

When Jolyn began to take off a few years ago, the brand’s upper management team quickly learned that to keep up with demand, they’d need to find a better solution to handle the influx of customer service inquiries.

The Solution

When an E-Commerce brand finally starts to take off and see steady growth, it can feel like the greatest day.

However, we’ve found over the years that if a company isn’t set up with a strong customer service team, that steady growth and increase in sales can quickly transform into absolute chaos.

When competitive swimsuit brand Jolyn reached out to TalentPop, they were ready to dive headfirst into outsourcing customer service with us before they reached the chaotic point in their business (nods head in approval).

Sara Black, Jolyn’s People Operations and Culture Coordinator, told us, “Coming from a background where I had very little experience with customer service outsourcing agencies, I felt intrigued and excited about the opportunity without really knowing what it was going to be like.”

The TalentPop Approach

After hiring and onboarding the brand’s first three agents onto the team, Sara’s expectations of TalentPop were beyond exceeded.

“Our agents fit into our company culture so well – they have such amazing work ethic, which ultimately makes my life easier, and I just feel so grateful to have them here.”

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Not only was the onboarding process smooth as can be, but Sara also told us that the agility of the brand’s agents in learning all of their internal processes was great to see.

The Results

Perhaps the biggest challenge Jolyn faced after hiring its dedicated TalentPop agents was switching to a different 3PL and return platform. Though Sara first started the agents off with straightforward inquiries, the need to train them on how to use the new platforms allowed the agents an opportunity to start diving into more complex tickets.

Plus, because of their expertise now in Jolyn’s processes and communication in general, the agents are able to play a huge role in avoiding a bottleneck by reaching out to the 3PL directly if and when issues arise with ordering or shipping (which also gives Sara more time to focus on the duties of her role).

When asked what she would say to another brand considering reaching out to TalentPop for customer service outsourcing, Sara said, “Don’t let yourself get intimidated by the unknown.

Be open to integrating something new, because it can make your life easier and allow you to focus on other parts of the business that are just as important in different ways.”

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Final Takeaways

In the E-Commerce world, it’s not uncommon for start-ups to begin with a lean team to cut costs and keep operations within the confines of internal employees. When it comes to customer service, however, operating for too long without a strong focus on the customer journey and experience can lead to trouble down the road.

At TalentPop, we know how difficult it can be to hand over the reins to such a crucial part of your business – that’s why we make sure to match your brand with the right candidates who are trained in top E-Commerce tools and software and ready to jump right in to help you grow.

If you’re already seeing steady growth in your E-Commerce business, now is the time to get your customer service processes in order to maximize revenue and gain loyal customers for life.

It’s never been easier to partner with us and reach your goals – book a call with our team today, and we’ll show you how we can get started together.