Engagement Objective

  • Eliminate a 16,000-ticket customer-service backlog without compromising response quality.
  • Deflect avoidable subscription cancellations through skilled, empathetic save-call handling.
  • Stand up a dedicated, well-equipped CX team across email and phone channels.

About the Clients

Nature's Boost and Pure Keto Burn are dietary-supplement brands that have been growing fast in the DTC market. As order volume scaled, customer inquiries and complaints scaled with it — and both brands' lean in-house teams couldn't keep up with the inbox or the phone queue.

The Challenge

The two brands faced a compounding service crisis: a backlog of 16,000 open tickets, a phone queue that kept growing, and rising subscription cancellations driven partly by slow response times. The leadership team realized that a band-aid CX team wouldn't fix this — they needed a dedicated pod with the training and tooling to clear the backlog and prevent it from rebuilding.

The Splace Solution

Splace deployed a CX pod across both brands with the communication skills, product knowledge, and save-call playbooks needed to handle the full inquiry-to-resolution loop.

Concurrent Phone and Email Coverage

Agents were equipped to handle both inbound calls and email tickets, with quality standards calibrated for each channel — written tone for email, empathy and pacing for phone, with the same resolution rigor across both.

Save-Call Training to Defend the Subscription Base

Cancellation calls got a dedicated playbook: understand the underlying objection, surface alternatives (dosing adjustments, pause options, brand swaps within the family), and resolve the actual issue instead of just clicking “cancel.” That training is what held cancellations below the 50% threshold even as ticket volume cleared.

Bi-Weekly and Monthly QA Calibration

The team ran QA calibration sessions every two weeks plus monthly deep-dives — reviewing called and emailed tickets together, flagging coaching opportunities, and rolling any policy or product update into the team's working knowledge the same week.

Daily / Weekly / Monthly Reporting

Performance was visible to both clients in real time. Daily reports tracked queue depth and resolution velocity; weekly and monthly rollups surfaced trends and showed where targeted process improvements would have the biggest impact.

Performance-Based Incentives

On top of standard comp, top performers earned monetary bonuses — keeping morale high through what had started as a heavy backlog-clearing engagement.

The Results

From January 2023 onward, both campaigns hit and held the targets:

  • 98% ticket resolution rate — agents closed effectively every customer issue, leaving the open-ticket queue at near-zero on a rolling basis.
  • Repeat callers under 5% — meaning the resolutions actually held; customers weren't calling back about the same problem.
  • Subscription cancellations held below 50% — the save-call training paid for itself many times over by keeping recurring revenue intact.

The Splace QA team continues to refine call flows and process changes on top of the steady state — most recently rolling out a process update that pushed the cancellation-save rate further in the brand's favor.

Conclusion

What started as a 16,000-ticket emergency turned into a permanent CX operation — both brands kept the Splace pod in place long after the backlog cleared because the resolution quality, repeat-caller suppression, and subscription-saved metrics kept improving. For DTC supplement brands where the cost of a saved cancellation pays for hours of CX work, the math is straightforward.