Case Studies
Ecommerce
Retail
Maison Berger Paris
Elevating CX for a 120-Year Heritage Brand
Maison Berger Paris is a heritage French fragrance brand with a legacy spanning over 120 years. Originally founded in 1898 to purify the air in hospitals, the company has evolved into a global leader in home fragrance and air care. Best known for its iconic catalytic lamps, Maison Berger seamlessly blends French craftsmanship, luxury design, and sophisticated scents to elevate everyday spaces into sensory experiences.
Results
72%
Improvement in overall Average First Response Time (FRT) from the original 8 hours to 4.17 hours
37%
Improvement in FRT with Monday-to-Friday support only from 8 hours to 5.19 hours
20%
Additional improvement in FRT after implementing strategic coverage and process changes from 5.19 hours to 4.17 hours
Key Challenges
Challenge #1:
Reactive Support, No Structure
Support was entirely reactive, with no workflows, documentation, or escalation paths – resulting in inconsistent service and no accountability.
Challenge #2:
No Visibility into CX
Leadership lacked reporting on ticket trends, resolution times, or satisfaction, leaving them blind to performance and unable to scale.
Challenge #3:
Staffing Instability
With their sole CSR exiting, the company faced being left with no dedicated support resource and no bandwidth to recruit or onboard.
Challenge #4:
Seasonal Volume Spikes
Ticket volume jumped from ~400 to 2,000+ per month during holidays, overwhelming their existing model and creating severe delays.
Challenge #5:
Slow Response Times
Without structure or coverage, responses lagged behind customer expectations – days instead of hours – hurting CX year-round.
Our Approach
When Maison Berger Paris came to Ethos, they weren’t just looking for another support agent – they were looking for structure, scalability, and a partner who could elevate their entire customer experience.
Flexible Staffing
Ethos built a hybrid model that flexed with Maison Berger’s retail calendar. A steady core team managed off-season needs, while surge staffing kept pace with peak holiday demand.
On-Brand Training
We trained agents on Maison Berger’s unique catalog and voice through real scenarios. This ensured responses were empathetic, accurate, and consistent across email and social.
Smarter Workflows
By implementing tags, workflows, and macros in Help Scout, we standardized responses and reduced resolution times. Centralized FAQs kept both agents and customers aligned with the evolving catalog.
Actionable Insights
For the first time, leadership had visibility into support performance through weekly reporting. These insights turned customer service from reactive to proactive and homed in on improvement.
We finally have a process and a whole team fully dedicated to ensuring that process is followed and optimized. Our customer experience is now much more positive and consistent, which has tremendously impacted our customer retention! We also have clear reports on CS/CX challenges, notably precise, easily accessible, and regularly tracked data.
Never Miss Another Peak Season Opportunity
Maison Berger Paris cut response times by over 70% and turned holiday chaos into confident coverage with Ethos Support. Whether your spikes happen on weekends, holidays, or sudden promotions, our flexible model adapts with you – no minimums, no rigid contracts.