Case Study
Texas Hill
Country Olive Co.
A jewel of the Texas Hill Country since 2009, Texas Hill Country Olive Co. hosts tasting tours, private events, and sells their award-winning olive oil online.
Website
Industry
Ecommerce/ Events/ Tourism
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Key Challenges
Before Texas Hill Country Olive Co. Partnered with Ethos Support in 2023
Challenge #1: Phones Were Ringing Off The Hook (...and going unanswered)
- The Orchard Staff had an ‘all hands-on deck’ approach to support, which started with servicing customers onsite for tours and tastings.
- Phone calls were missed and callbacks were taking days. Changing tour times? Question about your order? Looking to buy something? Chasing the phone queue was the norm.
Challenge #2: Emails and Chats Were Missed. Sales Opportunities were, too.
- The queues weren’t just building up on the phone. Customer requests on other channels were piling up, and SLAs weren’t where they needed to be.
- Not only were customers expressing frustration at the long turnaround time. Sales were being missed too! Whether a tour or tasting requests, a question about ingredients, or a sign up for a subscription, new revenue was constantly at risk due to an inability to promptly respond.
Our Approach
Texas Hill Country Olive Co. knew they needed to do something to get the phone, email, and chat queues under control. After meeting with Ethos Support, it became clear that a dedicated customer service team was needed…. and fast. But not just any team. They needed one that reflected their brand properly – a team that reflected the beauty, peace, calm, and fun that a customer experiences when visiting their orchard.
After aligning on a job description, Ethos Support went to work. Using our methodical yet rapid approach, our 8-step process resulted in the hiring and onboarding of an amazing, on-brand, cohesive CS team. Agents were trained to be omnichannel wizards – phone, chat, and email – and after finishing training, they started tackling the queues. Today? Texas Hill Country Olive Co.’s customer service runs like a well “olive”-oiled machine.
After aligning on a job description, Ethos Support went to work. Using our methodical yet rapid approach, our 8-step process resulted in the hiring and onboarding of an amazing, on-brand, cohesive CS team. Agents were trained to be omnichannel wizards – phone, chat, and email – and after finishing training, they started tackling the queues. Today? Texas Hill Country Olive Co.’s customer service runs like a well “olive”-oiled machine.
Results
Texas Hill Country Olive Co.’s dedicated customer service team supports customers across all channels – phone, email, and chat – during core business hours. Tour scheduling and changes are convenient, questions about the product get answered quickly, and customers are helped through purchases and subscriptions on demand.
4.12
Average response time decreased from 31.6 hours
pre-Ethos to 4.12 hours in 2024.
pre-Ethos to 4.12 hours in 2024.
87%
Improvement in ticket response times.
"Our business has expanded rapidly in recent years and we wanted to upgrade our customer service to align with our new standards. We were so fortunate to find Ethos Support. The Ethos Team made the entire process seamless and we were fully operational within a matter of weeks. Their consistent communication and regular check-ins have been invaluable throughout the process."
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