Team planning
for e-commerce

For e-commerce and direct-to-consumer businesses, customer service and customer support are often the single touch point a brand gets to have with its customer, meaning it is both important and difficult to get right. High quality and quick responses drive repeat orders, brand loyalty and result in good reviews.

We’re proud to work with some of the best customer service teams in e-commerce

Bloom & WildLick

Our approach to e-commerce and D2C

Obsess over accurate forecasting

Using your historical data and growth model, we develop a solid understanding of what drives customers to get in touch - seasonality, orders, website and social media traffic, campaigns. We can split this based on how your team is organised for example dividing customer support and customer success. With chat and email becoming a more popular (and efficient) way of customers to get in touch, we'll forecast your tickets by all channels you offer, making sure your team is well equipped to respond quickly, regardless of how your customers are communicating with you.

Create fair schedules

Managing having the right number of people to match inflow and meet service levels but without making jobs mundane and repetitive is tricky to get right, but something at Surfboard we obsess over. We make sure the team has enough freedom to properly solve a customers problem ensuring high customer satisfaction and retention. We want to make sure your customers have the support they need, when they need it, but we also know this can't be at the cost of burning out your team and preventing them from providing great service. We take your teams preferences into account and will schedule enough time for them to be trained, coached and take enough breaks, whilst ensuring the right number of people are in the right place to meet your inflow.

Understand how your team is performing

Have a clear picture of how your service team is performing. Understand your service levels at different times in the day and let your team have more autonomy and visibility into their own performance. Give your managers the tools to be able to do their jobs effectively without spending time downloading cobbled together reports from different sources or needing to micromanage the team.

What our customers say

Forecasting for our team was easily the most time consuming task and amongst a year of extraordinary growth became increasingly complex. Surfboard has made this process much quicker and more efficient by providing a solution that is both compatible with our existing processes and is evolving to our ever changing needs.

Caitlin Macrae, Customer Delight Manager, Bloom & Wild

> Read the case study