Case Studies

Learn how we’ve helped our clients achieve success.

Helping Wolfson Brands to build customer lifetime value

We work with Wolfson Brands, a global health supplement business, helping to increase customer lifetime value through a range of innovative online and offline customer service techniques. Key outcomes from our partnership include:

“Newstel’s proactive approach means it is constantly looking at ways to further optimise our customer support operations to provide our customers with only the highest level of support.”

Scott Dingwall

CEO, Wolfson Brands.

The recovery of 30% of sales from abandoned online sales carts, resulting in a profit increase for Wolfson of over £500,000 per annum

Enhanced inbound and outbound customer communications via new channels including WhatsApp

The development of a global customer support capability with our team of multilingual agents

Scaling customer support for Chilly’s Bottles

Chillys Bottles is a successful ecommerce retailer of reusable water bottles. As a high-growth business, it experienced major seasonal peaks in customer enquiries and we have partnered with them to deliver a flexible solution that enables them to quickly scale up and down customer support resources on demand. Key outcomes include:

“The flexibility of the service provided by Newstel has been fantastic. It has enabled us to scale up our team when needed and reduce it when the agents are no longer required. This, together with the professionalism of the Newstel team, has enabled us to maintain a high level of customer service”

Ellis Rickard

Head of Customer Experience, Chilly’s Bottles.

The ongoing ability for Chilly’s to grow customer support resources ten-fold over business peaks, helping them to maintain customer service quality, avoid lost sales and further grow their brand

Streamlined Quality Assurance across all of Chilly’s customer management activity, using our quality platform Evaluagent

Improving customer satisfaction at OnBuy.com

OnBuy.com is one of the world’s fastest growing online marketplaces, bringing sellers and buyers together for a wide range of consumer goods. After experiencing bottlenecks within its in-house customer service team, OnBuy partnered with Newstel to complement the existing team and raise customer service standards. Outcomes of our partnership include:

“A significant reduction in the time it takes to respond to customer queries has been observed, leading to a substantial increase in measured customer satisfaction. Achieving this in just six months is a testament to the hard work, dedication, and knowledge of Newstel.”

OnBuy.com.

An increase in measured customer satisfaction

Customer response times on Live Chat reduced from days to minutes

Substantial improvements to OnBuy’s Zendesk workflows, following our development of changes to processes, queues, triggers, and automations

More effective training and QA across the whole customer service function, alongside new automated reporting for the management team

OnBuy Customer Support: For OnBuy customer support inquiries, please contact OnBuy directly. Newstel cannot assist with OnBuy customer issues.