Aventus Quadruples Golf Wang Support Volume and Cuts Response Times
Client Background
Golf Wang is a modern lifestyle brand founded by rapper and singer/songwriter, Tyler, The Creator, celebrated for its innovative apparel, bold design language, and deep influence on streetwear culture. The brand speaks to a dynamic, style-conscious audience that expects a high level of service to match the energy of each drop.
Initially, Golf Wang’s customer support was handled entirely in-house, with the founding team personally responding to all inquiries. But as the brand’s popularity exploded—especially during high-demand months like October, November, and December—managing customer service became increasingly difficult and unsustainable.
The Challenge
- Delayed Response Times: First responses averaged over 24 hours, leading to customer dissatisfaction and missed opportunities.
- Operational Bottlenecks: Owners were deeply involved in support, limiting their capacity to focus on scaling the brand.
- Seasonal Surges: During retail peak seasons, inquiry volume spiked dramatically, overwhelming the internal team and making consistent service levels nearly impossible.
Our Solution
- Dedicated Support Team: We quickly assembled and trained a team to manage Golf Wang’s customer inquiries with the responsiveness and tone the brand demanded.
- Workflow Optimization: We refined response and resolution processes, streamlining every touchpoint to enhance both speed and consistency.
- Scalable Infrastructure: In anticipation of peak retail seasons, we proactively staffed and structured the team to handle surges without breaking.
Results Achieved
- 4x Increase in Ticket Volume: Support scaled from ~250 tickets/month at onboarding to consistently 1,000+ per month, with even higher peaks during product drops and seasonal sales.
- Response Time Slashed: First response time dropped from 24+ hours to consistently under 1 hour.
- Faster Resolutions: Even with quadruple the volume, average resolution times improved, allowing customers to get help faster than ever.
- Higher Customer Satisfaction: With more efficient support and quicker responses, customer satisfaction scores rose dramatically, backed by positive feedback.
Client Impact
Partnering with Aventus allowed Golf Wang to shift from a reactive, overloaded support model to a streamlined, proactive customer experience engine. The founding team was able to reclaim their time and focus on growing the brand—confident that customer support was in expert hands.
By building a system that could flex with seasonal spikes and the fast-paced nature of streetwear retail, Aventus positioned Golf Wang to scale without compromise.
Conclusion
Aventus delivered a support transformation that matched Golf Wang’s rapid growth and cultural momentum. Through strategic hiring, operational efficiency, and deep alignment with the brand’s voice, the Aventus team helped Golf Wang deliver the kind of customer experience that keeps fans coming back drop after drop.