Direct-to-Consumer · Hair
Futwork × Nish Hair

Every customer query resolved, and answered in seconds.

Empathetic, always-on inbound support for customers navigating hair loss, built to answer fast and resolve completely as volume grows.

Human support · inbound
Headline outcome
0%
of customer queries resolved on the call
8saverage time to answer, against a sub-10-second target
Start of quarter  →  now
Quality score
was 82%
82%
7.3%
Call answer rate
was 91%
91%
2.2%
Missed calls
was 119
119
31.1%
Avg. answer time
against a 10-second target
0s
Target met
About Nish Hair

Nish Hair is a direct-to-consumer hair brand in India. Many of its customers are navigating hair loss, so support is as much about empathy as it is about answers.

The challenge

A support operation that needed to scale, fast.

Volume outran the team

Rising query volume was outpacing capacity, so resolution slowed and satisfaction came under pressure.

No round-the-clock cover

Customers needed answers at any hour, but support did not yet run 24/7.

Sensitive by nature

Customers navigating hair loss need genuine empathy, not a script.

Calls going unanswered

Missed calls and slow pickups were pulling resolution and satisfaction down.

The solution

An always-on desk, built around empathy.

Every query runs the same path: answered fast, handled with care, and closed on the call.

Inbound query

Calls, all hours

Answered fast

Under 10 seconds

Service Provider

Empathy-led

Resolved

Closed on the call

Scored & coached

Continuous QA

Quality climbs

Now above target
Why Futwork

Care and coverage, held to a number.

Empathy, coached in

Our Service Providers are trained to handle sensitive conversations with real care.

Always-on cover

Support runs at every hour, so no customer query waits for morning.

Answered in seconds

A sub-10-second answer target kept missed calls falling through the quarter.

Coaching that lifts quality

Feedback, coaching and real-time support moved quality from below target to above it.

Built to scale

The operation holds its speed and quality as volume grows, so support keeps pace with the brand.

Resolved, not deflected

Queries are closed on the call, not bounced around, which is how resolution reached 100%.

The result

Quality above target, answers in seconds, every query resolved.

Quality climbed from 82% to 88%, past the 85% target by May. Call answer rate reached 93%, missed calls fell from 119 to 82, and every customer query now resolves on the call.

Quality score 7.3% Call answer rate 2.2% Missed calls 31.1% Avg. answer time 8s Query resolution 100%
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