Written by:
High level customer service for a US Wellness & Beauty company
Alisa Roskovshenko
Head of Operations Department
Case Study
Company Bio:
Our client, is a global direct-to-consumer brand specializing in premium, naturally based haircare, skincare and wellness products.
Services Provided: AI & Human Hybrid Customer Support, Omnichannel Automation,
Industry: E-Commerce, Beauty
Support Model: AI-assisted, human-led customer support
HQ: Doral, Florida, USA
Size: 500–1000 employees
AI & Human Hybrid Customer Support
Omnichannel Automation
Multilingual Support (chat, email, calls, web, social)
Customized Technical Support
The Challenge:
Pexly supported a global health and wellness company during its expansion into new European markets, where the main goal was to quickly launch multilingual customer support in German, French, Italian, and Spanish. This required finding native-speaking agents who could not only communicate flawlessly with customers but also collaborate in English internally and maintain a consistent premium brand tone.
At the same time, the team needed to handle voice, chat, and email support while working under clear performance expectations, including strict AHT targets, high QA standards, and full adherence. The challenge was to build this structure quickly, without sacrificing quality or consistency across different languages and markets.
European Market Launch
Bilingual Requirements
Strict Performance Expectations
Needed to quickly establish multilingual customer support (German, French, Italian, Spanish) for a new expansion
Required native speakers who could communicate flawlessly with customers while collaborating internally in English
The team had to operate under strict AHT targets, high QA standards, and full adherence without sacrificing quality
The Outcome:
Pexly established a high-performing multilingual team led by a dedicated Team Lead, consistently meeting and sustaining strict KPIs across all channels: AHT maintained at ~7 minutes for emails, 8 minutes for calls, and 10 minutes for chats, with QA scores at 85%+ and zero tolerance for autofails. The team demonstrated strong operational discipline with full adherence and no late logins, ensuring reliability at scale. Through structured onboarding and continuous performance management, Pexly delivered stable, high-quality support across all four markets, enabling smooth expansion while maintaining efficiency, consistency, and brand alignment.
- High-Performing Multichannel Team: Established a dedicated team that consistently met strict KPIs across voice, chat, and email channels
- Operational Discipline: Enforced full adherence with no late logins and zero tolerance for autofails, ensuring reliability at scale
- Structured Performance Management: Delivered stable, brand-aligned support through robust onboarding and continuous performance tracking
Customer Support Quality Score
Customer Satisfaction
Adherence
Client Testimonial:
“We are impressed with the quality of agents Pexly provides — their language proficiency and professionalism consistently meet our expectations. The profiles are well-matched to our needs, and their management team shows great adaptability and understanding of our processes.”
