Context
Merchbar is an online marketplace that showcases 35,000+ artists and houses the world’s most extensive collection of official music apparel and merchandise. Products range from T-shirts and hats to vinyl records and headphones. The e-commerce startup works behind the scenes, partnering with Live Nation and Universal Music Group to dropship products to customers.
Challenge
The hundreds of daily help tickets resulted in delayed orders, cancellations, or failed deliveries. The backlog resulted in disappointed fans who went on to leave bad reviews.
Merchbar needed to scale its support team rapidly. The holiday season was quickly approaching, and Merchbar needed a team that could handle the high volume of tickets and proactive coordination with multiple suppliers.
Solution
Merchbar partnered with Enshored eight weeks before the holiday season. Enshored quickly assembled and trained a crack team which allowed Merchbar to meet the holiday season sales spike.
The extended team began taking on higher escalation tickets and has now grown by 4x.
Impact
First-touch
response within 8 hours
c.1000
weekly support tickets supported within 24 hours
10x
estimated growth in support team within next two years
“We knew Enshored could spin up a team fast enough to meet our demand,” Murray says. “It’s been great for us to increase our support capacity while we focus on other projects and grow as a company.”
Sarah Murray | Merchbar Fan Support Manager