Feb 15, 2025

Achieving a 4.75 CSAT: How Aventus Transformed Customer Support for Sheets Laundry Club

Sheets Laundry Club, a thriving eco-friendly laundry products company, faced challenges in managing its growing customer support needs while maintaining a focus on business growth. Attempting to handle customer service in-house proved resource-intensive and detracted from core operations. Recognizing the need for a dedicated solution, Sheets Laundry Club partnered with Aventus to outsource its customer support.

Challenge 

Sheets Laundry Club’s rapid growth led to an increased volume of customer inquiries and support tickets. Managing these internally resulted in:

  • Prolonged response and resolution times.
  • Inconsistent customer experiences.
  • Reduced bandwidth to focus on scaling the business.

The company sought a partner capable of delivering exceptional customer support, ensuring customer satisfaction, and allowing the internal team to concentrate on strategic priorities.

Solution 

Aventus stepped in to provide end-to-end customer support solutions tailored to Sheets Laundry Club’s needs. By leveraging a team of skilled agents and advanced support systems, Aventus enabled:

  • Streamlined handling of customer inquiries.
  • Consistent and timely responses.
  • Measurable improvements in customer satisfaction.

Key Results

Since outsourcing to Aventus in December 2023, Sheets Laundry Club has experienced significant improvements across several metrics:

  1. Exceptional Customer Satisfaction (CSAT)
  • Aventus agents, including standout performer Paola Rodriguez, have maintained a stellar CSAT score of 4.75. This score reflects the team’s commitment to professionalism, empathy, and efficiency, surpassing industry benchmarks.
  • Positive customer feedback highlights the team’s effectiveness:
     “Super helpful, quick, and my issue was resolved! Thank you.” “Quick & helpful response, received the answer to my question.”
  1. Improved Response and Resolution Times
  • First Response Time: 1 hour 3 minutes (classified as “Stellar” by Gorgias benchmarks).
  • Resolution Time: 2 hours 8 minutes, ensuring swift issue resolution and enhancing customer loyalty.
  1. High Ticket Volume Management
  • Aventus agents have handled 4,539 messages and successfully resolved 2,889 tickets, demonstrating efficiency and scalability.
  • Paola’s contribution alone accounted for 44.48% of ticket closures, reducing backlogs and ensuring customer satisfaction.

Impact 

By outsourcing customer support to Aventus, Sheets Laundry Club has:

  • Freed up internal resources to focus on strategic initiatives and business growth.
  • Enhanced the overall customer experience, leading to increased loyalty and positive brand perception.
  • Achieved operational efficiency with measurable improvements in support metrics.

The partnership with Aventus has proven transformative for Sheets Laundry Club. By entrusting customer support to a dedicated team, the company can confidently scale its operations while delivering exceptional service to its growing customer base. Aventus continues to play a pivotal role in ensuring customer satisfaction and supporting Sheets Laundry Club’s mission to provide sustainable, high-quality laundry products.

If you are on the fence about outsourcing to a BPO, such as ourselves, know that we strive to empower businesses to focus on growth. By combining expertise, advanced tools, and a customer-first approach, our team of experts drives success for our clients across industries.