Case Study
SwingLogic
SwingLogic is redefining golf technology with affordable, cutting-edge solutions designed for players at every level. Established by a trio of golf enthusiasts and tech experts, their products—including the MicroSim and Hybrid launch monitors—combine advanced features with accessible pricing.
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Industry
Key Challenges Faced
Before partnering with Ethos Support, SwingLogic faced several customer support challenges, including high response times to customer inquiries, inconsistent quality of service, and a lack of specialized knowledge among support agents regarding technical aspects of their golf technology products. This resulted in decreased customer satisfaction, increased return rates, and negative online reviews, which ultimately impacted their brand reputation and sales growth.
Challenge #1:
Slow Response Times
- Leading to decreased customer satisfaction
Challenge #2:
Inconsistent Service Quality
- Driving negative online reviews, impacting reputation & sales growth
Challenge #3:
Lack of Technical Knowledge
- Resulting in increased return rates
Our Approach
When SwingLogic was expanding their product line from one to four, they recognized the need for a robust technical support solution to handle the anticipated surge in customer queries. That’s where Ethos Support stepped in to offer a tailored, scalable support model designed to meet their needs.
Understanding the importance of technical expertise along with flexibility, we proposed a hybrid solution. SwingLogic started with a dedicated support team to manage queries during the week, and then also used our shared team for weekend coverage. This phased approach allowed for a smooth transition and immediate support capacity.
We collaborated closely with SwingLogic to develop a detailed job description, focusing on finding agents with both technical acumen and a passion for golf.
Through our streamlined 8-step process, including quick onboarding and targeted training, we assembled a skilled team within 2 weeks. Today, SwingLogic enjoys a responsive and flexible support system, perfectly aligned with their evolving needs.
Results
72%
59%
Improvement in FRT with Monday-to-Friday support only
32%
Additional improvement in FRT after implementing weekend support
