The No. 1 robotic vacuum company in China, Ecovacs Robotics, was planning its U.S. launch on Amazon Prime Day. Ecovacs expected to sell tens of thousands of robots in just a few days, an unprecedented volume for its two-person customer support team.
Ecovacs faced an intense time crunch to add team members who: understood the product, could troubleshoot problems, and communicate well with American customers.
We became AI-Powered, Robotic Vacuum Experts in 10 Days.
In the rapid ramp-up period, the five-member team from Enshored studied the product documentation, the app and explored every possible customer scenario.
Within a week and a half, Enshored hired, trained, and began managing omnichannel support for Ecovacs’U.S. customers. Support numbers increased by 30x.
When agents noticed app reviews for the Ecovacs app were low, they initiated a program asking happy app users to leave a review. To date, satisfied customers are boosting app reviews from 2.1 stars to 3.6 stars.
minute max response time for 90% of emails during business hours
increase in daily volume of emails and calls
support team operating hours
reduction in product returns
increase in app star rating from 2.1 to 3.6 stars
of positive review- “Super Patient,” “Knowledgeable,” “Excellent”
“Enshored made it easy. They’re smart and flexible. They’re a partner, not just a service. And they grow with you. They said, ‘Great, we love getting in on the ground floor with a company that’s growing. We’ll get you, high-quality people.’ That’s what they did, and that was perfect.”
Brian Scully | Ecovacs Robotics Head of Customer Experience in the Americas