Written by:
High level customer service for Swiss Online Retailer
Alisa Roskovshenko
Head of Operations Department
Case Study
Company Bio:
Our client, is a leading Swiss online retailer offering a wide range of mobile accessories, electronics, gadgets and lifestyle products.
Services Provided: AI & Human Hybrid Customer Support, Omnichannel Automation,
Industry: E-Commerce, Retail
Support Model: AI-assisted, human-led customer support
HQ: Aargau, Switzerland
Size: 100 employees
AI & Human Hybrid Customer Support
Omnichannel Automation
Multilingual Support (chat, email, calls, web, social)
Customized Technical Support
The Challenge:
Pexly remote team was brought in to reinforce the Switzerland-based team by covering off-hours operations entirely in German, including evenings, weekends, and holidays, without disrupting the existing customer experience. At the same time, the in-house team required relief from repetitive, high-volume operational tasks such as product and supply handling. The setup demanded tight coordination across roles, with a need for clear ownership of escalations, structured communication, and seamless collaboration between internal and external teams.
Off-Hours Operation
Repetitive Task Relief
Effective Collaboration
Brought in to reinforce the in-house team by covering evenings, weekends, and holidays entirely in German
The internal team needed relief from high-volume operational tasks like product and supply handling
Demanded tight coordination, structured communication, and clear ownership of escalations between internal and external teams
The Outcome:
Pexly successfully extended the operations of by providing reliable after-hours and weekend coverage, ensuring consistently fast first response times and high CSAT. The German-speaking team seamlessly integrated with the in-house operations, maintaining quality and responsiveness across all customer interactions.
In addition, the introduction of Category Management and Supply Chain support significantly reduced the workload on the internal team by efficiently handling high-volume, repetitive tasks. The dedicated Project Coordinator acted as the central point of contact between the retail company and the remote team, resolved second-level requests, and ensured smooth day-to-day operations, resulting in improved efficiency, better workload distribution, and a scalable support structure.
Customer Support Quality Score
Customer Satisfaction
Retention Rate
Client Testimonial:
“Pexly integrated seamlessly with our in-house team and brought structure and reliability to our extended operations. Their communication is clear and proactive, and we especially value their flexibility in covering off-hours and adapting quickly to our operational needs.”
