How Aventus Supercharged NuFACE’s Customer Support – A 90% Productivity Boost
NuFACE, a leading name in at-home beauty tech, faced a common challenge to keep up with its growing customer base while maintaining top-tier support. Their internal team is highly skilled, but as demand increased, so did response times, escalations, and operational bottlenecks.
Then Aventus stepped in.
In less than a year, Aventus increased NuFACE’s customer service productivity by 90%, significantly improving response efficiency and agent reliability. Through data-driven coaching, process optimization, and close collaboration, Aventus transformed NuFACE’s support team into a high-performing, scalable operation.
The Challenge: Scaling Without Sacrificing Quality
NuFACE’s customer service faced critical roadblocks:
- Inconsistent Agent Reliability – Attendance, adherence, and training gaps led to unpredictable coverage.
- Slow Response Times – Escalations were frequent due to varying agent proficiency.
- Lack of Visibility on Performance – No clear dashboard tracking critical metrics like RMA and Loop.
- Fragmented Training & Macros – Outdated responses and training gaps slowed agents down.
As demand surged, so did inefficiencies. NuFACE needed a partner who could not only meet the current demand but also build a foundation for sustainable growth.
How Aventus Took NuFACE to the Next Level
1. Total Ownership of Customer Support
Aventus fully took over all NuFACE support tiers—from frontline inquiries to escalated cases—allowing for a seamless, structured approach to customer service. In just Q4 alone, NuFACE saved over $54,000 from this transition.
2. Coaching for Performance
- Skill vs. Will Approach – By identifying whether performance issues stemmed from lack of training or motivation, Aventus kept the team lean and high-performing.
- Hands-on Coaching – Regular one-on-one coaching ensured consistent improvements in response quality and efficiency.
3. The ‘Breakfast Report’—Data-Driven Performance Tracking
To eliminate idleness and escalations, Aventus introduced the Breakfast Report, a daily productivity tracker comparing three-week performance trends. This transparency proved Aventus agents were handling more volume while maintaining high service quality.
4. Real-Time Collaboration with NuFACE Leadership
Rather than operating in silos, Aventus built a deep partnership with NuFACE, meeting three times per week to fine-tune processes and align on priorities. These one-on-one trainings led to faster decision-making and smoother uptraining, keeping support teams agile and efficient.
5. Custom Dashboards for Non-Trackable Metrics
Since RMA and Loop (now named Redo) tools lacked built-in analytics, Aventus built out custom dashboards to monitor productivity between the two platforms.
This allowed for real-time tracking, ensuring no customer fell through the cracks.
The Results: A 90% Boost in Productivity & Faster Response Times
Handle Time Optimized
Aventus reduced Average Handle Time (AHT) while maintaining high service quality.While AHT temporarily rose during operational shifts, Aventus ultimately brought it back down through training and workforce management.
Productivity Skyrocketed: More Messages Per Hour
Aventus significantly outperformed NuFACE’s internal team in messages handled per hour, demonstrating superior efficiency.
Aventus agents consistently handled more customer interactions per hour, leading to faster resolutions and reduced backlog.
Why This Matters
- Higher Efficiency & Reliability – Aventus agents were more consistent and productive, handling higher ticket volumes.
- Reduced Internal Burden – NuFACE’s leadership could focus on strategic growth instead of firefighting support issues.
- Superior Customer Experience – Faster response times and lower escalations increased customer satisfaction.
Final Verdict: A Winning Partnership
By the numbers, the impact is undeniable:
- 90% increase in messages handled per hour
- Lower AHT & faster resolutions
- Seamless collaboration with NuFACE leadership
With Aventus, NuFACE didn’t just improve support operations—it built a foundation for scalable, high-performance customer service.
What’s Next?
With a proven track record of transforming customer support operations, Aventus is ready to help more brands like NuFACE scale effortlessly.
Ready to supercharge your support team? Let’s talk.