Strategy Hand

Case Study:
Carbon Theory

Carbon Theory sells powerful natural skincare products to consumers. 2018 & 2019 have seen stellar growth in their business in the UK and further afield with incredible year on year growth.

With such growth, they’ve seen high demand from customers wanting to understand about the exciting product range both pre and post-sale.

Carbon Theory founder, Philip Taylor approached Strategy Hand with a view to securing an outsourced team and service solution that covered all channels with a UK based distributed team of agents and managers. Focusing on:

  • Multi-tier support and triage
  • Multi-channel email, social media and reviews strategy
  • Flexible support plus the ability to offer burst support abilities for peak period and beyond

Strategy Hand have delivered outstanding results seeing:

  • Successful Introduction of Zendesk across to manage inbound email
  • 90% of tickets handled and solved first time
  • Bureau and dedicated FTE, allowing flexibility to increase and flex when campaigns dictate this
  • Median response time of 66 minutes for email support

“We picked Strategy Hand to help deliver on our commitment to provide the best overall customer experience due to the significant investment they’ve made not just in people but in technology and process, meaning we have been able to focus on ensuring we’re at the top of our game, 24/7.

The fact that Lewis and his team focus solely on startup and high energy small companies is so refreshing, as is their pricing and approach. Try them and see. Traditional outsourcers just can’t get near to that!

Strategy Hand is much more than any other outsourcer: they have great people and care about my end customer as much as anything. I love working with Lewis and the team. We invest heavily in customer experience overall and having professionals on hand, accessible and easy to reach ensures this is one area of the business I don't need to worry about.”

Companies with highly variant support volumes work with Strategy Hand to deliver consistently high-quality support, 24/7 where needed, with a fully autonomous team.

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Strategy Hand Ltd,  Office 115,  Brickfields,  37 Cremer Street,  London,  E2 8HD

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Company Registration: 12165192

VAT Registration: GB330081353