Success Story

TalentPop Agents Handle Over 90k Customer Service Tickets With An 86.3% CSAT Score for Hello Molly

91,824

Number Of Tickets Handled*

86.3%

CSAT Score*

Number Of Agents*

91,824

Sales generated

86.3%

Revenue generated

Average CSAT Score

Meet the

Hello Molly

Brand

Hello Molly is an Australian women’s fashion brand selling trendy and affordable wardrobe essentials. Founded in 2012, the online retailer has provided clothing for women across the globe, with customers in more than 100 countries.

Over the years, Hello Molly has created specialty collections such as Elette Fit, Hello Molly Swim, and Dear Emilia. By designing the products straight from their warehouses down under and in the US, the brand creates clothing that helps customers feel beautiful inside and out.

‍

The Challenge

The partnership began in 2022 when Hello Molly’s Customer Service Supervisor left the company. Instead of rehiring the position, Ena Eaton, the Operations Manager, chose to bring on an agency to assist with hiring agents to handle customer service. Although the company is based in Australia, many of their customers are in America, so they needed a solution that would be flexible with the varying time zones.

The Solution

Ena reached out to TalentPop based on our industry experience. Due to our excellent report card with optimizing customer service for similar brands, she knew we were the best choice to help Hello Molly expand its team and improve customer service.

Our team made it very clear that if our services weren’t the right fit, we would be happy to part ways. Ena, knowing she had nothing to lose and everything to gain, decided TalentPop was the best agency for the job!

TalentPop quickly identified two agents for Hello Molly. During the initial ramp-up period of about 2-3 months, Ena was pleased with the agents TalentPop had selected for Hello Molly, saying that she realized, “These girls could definitely be as good as my local agents!”

Impressed by what we had done so far, Ena added two more agents to the team in the Australian time zone six months later!

‍

The TalentPop Approach

From the beginning, the 4 TalentPop agents were committed to helping the Hello Molly customer service team reach new heights. Ena says they’ve been receptive to feedback and communicate effectively between channels.

During the initial onboarding process, TalentPop ensured that new team members were excited to fulfill their roles and work toward the company's goals. We were also able to help Ena put structure around the processes, something that had fallen out of date when the transition with the Customer Supervisor happened.

“[TalentPop] kind of takes the guesswork out of things because you have that upper-level team that can focus on training.”

Due to our experience with similar brands, TalentPop not only helped Hello Molly streamline their training process, but also identify KPI goals. While Ena feared that the KPIs were set too high, her TalentPop agents were able to successfully meet and exceed them.

Because we value clear, open communication, all parties involved have seen positive changes throughout our partnership. Ena summarizes our level of service perfectly, saying, “I don’t really see [the TalentPop agents] as any different to the agents that I’ve gotten internally!”

The Results

Hello Molly promoted one of their original agents to a dedicated lead agent role, where she is in charge of guiding the other agents to achieve the company’s goals and giving feedback.

Our agents are committed to meeting Hello Molly’s KPIs, have great attitudes, and assist in any way possible. Since the beginning of our partnership, TalentPop has been consistent and committed to improvement.

In 2023, the TalentPop agents handled over 91,000 customer service tickets for Hello Molly. We have also helped the Hello Molly customer service team achieve a CSAT score of 86.3% with a 12.5-hour resolution time and 10-hour response time.

During every check-in call, Ena always mentions how happy she is with our agents’ contributions.

“I think we’re in a really good rhythm at the moment, and I’m really pleased with TalentPop.”

Moving forward, Hello Molly plans to continue its US expansion and target the UK market this year. They will also add a new chatbot feature to answer basic questions and free up the agents’ workloads so they can focus on customers’ elevated issues. Additionally, the chatbot will provide 24-hour availability during peak season and decrease the average response time.

‍

12.5h

Resolution Time*

86.3%

CSAT Score*

91,824

Number Of Tickets Handled*

Number Of Agents*

10h

Response Time*

*Data from 2023

Final Takeaways

Our TalentPop agents are fully prepared to help your business elevate its customer experience team. Our commitment to your satisfaction is ensured by our hard work, dedication, and top-notch training in customer service.

Don’t delay getting the support you need any longer – book a call with our team today, and we’ll show you how easy and hassle-free we make it to outsource customer service to the experts.

I think we’re in a really good rhythm at the moment, and I’m really pleased with TalentPop.

“[The agents] are doing such a great job and are pretty much committed… We’re on a good level, but if I ever needed any more agents, I don’t expect I would hire internally anymore.”