Success Story

How TalentPop Helped The USB Lighter Company Save 30 Hours A Week In Customer Service Tasks

Number Of Agents

27m 44s

First Response Time*

8.32%

Live Chat Conversion Rate*

Sales generated

27m 44s

Revenue generated

8.32%

Average CSAT Score

Meet the

USB Lighter Company

Brand

The USB Lighter Company proudly offers eco-friendly lighters that are aesthetically beautiful and can be charged easily through a USB port. Since its inception in 2014, the brand has strived to be one of the first and only companies to meet all US fair labor and trade compliance standards and, as a result, teams up with notable companies including Williams Sonoma and Pottery Barn to serve customers better.

The Challenge

To better help customers with purchasing and inquiries, The USB Lighter Company needed to bring in helpdesk support and outsource customer service to a reliable company.

The Solution

In early 2022, Calvin was ready to take The USB Lighter Company to the next level. His first move was to work with Gorgias for helpdesk support, which ultimately led him to TalentPop to outsource customer service.

Though bringing on a customer service platform like Gorgias along with an agency like TalentPop simultaneously is a huge undertaking for any small business, Calvin told us that the concurrent onboarding was extremely helpful in creating a better sense of the organization he and his team were trying to build – especially as his employees gradually spread across the globe.

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The TalentPop Approach

Before working with TalentPop, The USB Lighter Company was on a roll in regards to its general business success and upward growth – but, all the while, the majority of the customer service tasks were falling onto the shoulders of just a few in-house employees, including the brand’s Founder, Calvin Chan.

“(TalentPop’s) support staff was able to offer a fresh perspective on customer service and implement that with our new tools… Before TalentPop, we weren’t really using Slack and Gorgias, but now we have platforms that are very strong and integrated.”

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The Results

Today, Calvin alone is getting back 20-30 hours a week that he’d been spending on customer service-related issues prior to working with TalentPop. With the additional hours, he’s able to work more efficiently on his own Founder-related tasks.

The wins don’t stop there. Since onboarding their first TalentPop agent, Rex, The USB Lighter Company has:

Established a strong reputation for no-headache customer service
Nailed down and documented highly-specific processes and tagging systems which help the brand pull relevant data for decision making
Saved valuable time and resources on accounting and monthly inventory checks
Implemented live chat on their website and social media platforms which is managed by TalentPop agents
Saved $1,500 - $2,000 on customer service costs for each customer segment by having an in-house team to handle tickets

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Plus, Rex himself is expanding his own duties into content creation for blogs and TikTok, and is on the path to becoming Calvin Chan’s top executive assistant by the end of 2022.

As Calvin said,

“TalentPop seems to find and attain talent that isn’t afraid to do more.”

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3.4%

CX Conversion Rate*

27m 44s

First Response Time*

Number Of Agents

8.32%

Live Chat Conversion Rate*

*Data from June - August, 2023

Final Takeaways

At TalentPop, there’s nothing we love to see more than our very own agents (Go Rex!) and our clients achieving tangible results and success together.

By vetting each and every customer service representative and training them in Shopify, Gorgias, and other must-have E-Commerce platforms and software, we set your business up for success when you work with us to outsource customer service.

Whether you’re just starting out or are well on your way to the top, TalentPop’s qualified and friendly agents will help you save time and money in your business – both of which we know you could use more of.

Book a call with our team today to learn more about how we can help you make it happen.

[TalentPop] has really been a Godsend

"[TalentPop’s] support staff was able to offer a fresh perspective on customer service and implement that with our new tools… Before TalentPop, we weren’t really using Slack and Gorgias, but now we have platforms that are very strong and integrated."