Dedicated Support Agents for The Fleece Company
The Fleece Company is a direct-to-consumer (D2C) brand specializing in ultra-soft, cozy fleece products designed for year-round comfort.
Their flagship item, The Original Fleece Blanket™, is complemented by a growing collection that includes fleece hoodies and pants.
Operating primarily online, The Fleece Company has cultivated a loyal following through its commitment to delivering high-quality, comfortable products directly to consumers
WE MET AND BEAT THEIR EXPECTATIONS IN LESS THAN A WEEK!
16
Hours per day omnichannel support
2
Dedicated agents 7 days a week
75k+
Exceptionally satisfied customers
Dedicated Support Agents
The Challenge
Scaling Support Without Slowing Down & Maintaining Brand Reputation
As a fast-scaling D2C brand, The Fleece Company was experiencing a surge in customer interactions driven by seasonal demand, growing brand awareness, and aggressive online promotions. With orders increasing daily, their internal team was struggling to keep up with customer inquiries across multiple time zones.
The company needed to offer responsive, 24/7 customer support to ensure a smooth shopping experience, maintain brand trust, and keep customers informed about order statuses, returns, and product details. Building a full-time, in-house team to manage this level of support would have been costly and time-intensive, something the brand needed to avoid as they focused on scaling.
The Solution
2 Dedicated Agents | 16 Hours/day | 7 Days/week
AcceleraOps stepped in to provide The Fleece Company with a dedicated, flexible customer support team capable of delivering round-the-clock service. Our team offered 24/7 email and live chat support, ensuring prompt and consistent responses no matter the time zone or customer location.
We actively managed order tracking and fulfillment-related queries, assisting customers with real-time updates, returns, and delivery issues. Leveraging The Fleece Company’s tech stack, we operated seamlessly through Shopify and Zendesk, maintaining a fully integrated support system. In addition, we optimized their helpdesk workflows by organizing and prioritizing incoming tickets to streamline resolution times and consistently hit CSAT benchmarks.
During peak periods and seasonal promotions, we rapidly scaled the support team by onboarding additional agents—ensuring uninterrupted, high-quality customer service that felt like an extension of their in-house operations.
The Results
Satisfied Customers and a Team at Ease
Partnering with AcceleraOps enabled The Fleece Company to significantly elevate the efficiency and effectiveness of their customer support operations. By introducing 24/7 support coverage, they were able to reduce response times by more than 60% across all channels, ensuring customers received timely assistance no matter when they reached out. This consistent availability also enhanced the brand’s global accessibility and improved the overall customer experience.
Cost efficiency was another major win. Instead of building an in-house support team—which would have required considerable resources—The Fleece Company was able to lower their customer service expenses by 40% through outsourcing with AcceleraOps. At the same time, the quality of support didn’t just hold—it improved. Within a short period, their customer satisfaction score (CSAT) rose to 92%, surpassing internal benchmarks and setting a new standard for the brand.
Moreover, as demand surged during seasonal promotions and high-traffic periods, the ability to quickly scale the support team ensured there were no delays, dropped inquiries, or reduction in service quality. With AcceleraOps as a reliable partner, The Fleece Company successfully maintained a smooth, responsive, and professional customer support experience, even as their order volume continued to grow month over month.
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Case Studies
Outsource customer service like live chat, tickets, emails, and voice calls to the eCommerce and SaaS experts.
Last Year, 519 Clients Outsourced to Us and Were Satisfied
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Our Services
OUR ONBOARDING PROCESS
Get started as soon as this week
Define your needs
Let us know about your needs, current customer support operations, and current support volume and we’ll put together the perfect team.
Get a quote
In as little as one email or call, we can generate a quote for you and your team to evaluate. This will be all-inclusive, there is nothing more to pay.
Approve quote
Your team approves the quote. Start date for the first training session is locked in and the best available agents are assigned for onboarding.
Onboarding
Meeting with our operations manager, supervisor, and assigned agents to learn the day-to-day work. We’ll ask questions, you can too.
Training
We become masters of your business. Agents will train for 2-7 days on average. Complex SaaS can take anywhere from 14-28 days of training.
Go live!
After we’ve completed the training, we go live handling your customer service. Continuous internal QA makes sure we’re on top of our game daily.
Frequently Asked Questions (FAQs)
Can HiredSupport handle high volumes of customer inquiries?
Absolutely! Our scalable solutions are designed to manage any volume of inquiries, ensuring no customer is left behind.
Will my customers notice they're talking to an outsourced team?
Nope! Our agents are trained to seamlessly blend into your brand, providing a consistent and personalized customer experience.
How quickly can HiredSupport start supporting my customers?
We’re ready to jump in fast. Our teams can start enhancing your customer support within just a few days of onboarding.
Can I monitor the performance of the outsourced customer support?
Definitely. We provide regular, detailed reports on key performance indicators, so you can track our impact every step of the way.
