Partnership Success Stories
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When Results Matter, Turn to SSG
Support Services Group has been around since 1998, and we have extensive experience providing White Glove Customer Care for iconic retail brands.
Walk into any upscale shopping destination, and you’ll see many leading brands that trust SSG to take care of their customers.
That’s because we understand that retaining customers for life is hard work.
Our employees are passionate about the brands they support. SSG uses product showcases in our engagement centers so agents are fully immersed in the brand. That passion is what separates SSG from other providers. We exude the partner brand on every interaction and never settle for good enough.
When your customers deserve White Glove care, turn to SSG.
We have over 2,000 employees supporting retail and e-commerce clients serviced out of the Dominican Republic, Panama, Costa Rica, Mexico, Jamaica, Hungary, and Canada.
SSG Quickly Exceeds Expectations for Luxury Retail Client
The Client wasn’t satisfied with the customer experience being delivered in 2022. An outsourced team wasn’t living up to brand quality standards and the domestic labor market was getting more challenging every month, making it difficult to staff its internal team.
Transforming Retail
Retail
1:48
1:42
What We Do
Revenue Acceleration
- Consultative Luxury Interactions
- Inbound and Outbound Sales
- Personal Shopper Support
- Loyalty Program Support
Cost Optimization
- Customer Service
- Seller Support - Cataloguing, Payments, Returns & Refunds, Transaction Reconciliation And Other Account Related Services
Enhanced Experience
- Omnichannel Customer Support - including Conversational AI Chatbots
- Sentiment Analytics
- Call Driver Assesment
Results that Matter
Retail KPIs
Increased Sales Conversions
by 62% for Luxury Fashion Brand
Exceeded Sales Goal
by 150%
for Global Luxury Brand
Delivered CSAT of
of 93% on a goal of 80%
with 90 days for Luxury Lifestyle Brand
Channel Strategy Clears Backlog for Retail Client
Contact volume at this fabric and craft online store increased some 400% which resulted in massive backlog. The recovery strategy was to focus on clearing the backlog of 140,000 emails until stability returned.
The result of SSG’s strategy included 100% agent retention through ramp, emails handled per hour increased 14%, and QA scores increased from 94.6 to 97.1% among others.
Luxury Fashion Brand and SSG – True Partnership Lifecycle
SSG inherited this marquee client through acquisition and the program was not running optimally. The existing team had issues with quality, client satisfaction, and first call resolution. The prevailing sentiment was that we had to be bold and decisive, or the client would look elsewhere soon.
SSG placed high urgency on improving the customer feedback loop though our Quality Assurance process, and the process involvement has reaped benefits on many fronts.
What This Client Says About Us:
Why Choose Us?
"ON IT" Culture
Guardians at the Gate
We Perform, Perform, Perform!
Visit any upscale shopping experience in a major city to discover SSG’s luxury retail partners. They choose SSG because Customer Loyalty makes or breaks a retail brand.
They choose SSG because we take the time to understand our partner brands and their customers. We have luxury retail experts that drive successful outcomes for iconic brands. If you need a BPO partner that operates as a true extension of your CX team and understands the importance of Lifetime Customer Value, SSG is that BPO.
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