A 3-4x sale surge, and every support KPI still moved up.
Omnichannel support across chat and call for Snitch, staffed and scheduled so speed, quality and satisfaction rose together.
Omnichannel support · chat and call
Omnichannel support · chat and callSnitch is a D2C men's fashion brand in India. Its calendar runs on frequent drops and big seasonal sales, and those windows are when support volume spikes hardest.
Firm KPIs, and a sale that made them slip.
Satisfaction under target
CSAT sat below the 60% goal, and rising volume pushed it further out of reach.
Slots getting breached
Every call must be answered inside a 15-minute slot, up to four at a time.
Speed under pressure
First response and handle time drifted as the queue grew during peaks.
A 3-4x wall of volume
Sale periods brought three to four times the usual load, all at once.
One tight operation, on both channels at once.
Every contact runs the same path, so speed and quality hold even as volume climbs.
Inbound
Chat and callSlot routing
15-min slots, 4 concurrentService Provider
Handles chat + voiceResolution
First-contact fixQA scoring
Every contact scoredReallocation
Flex to the surgeBuilt for the moment support is hardest.
Surge-ready network
Our Service Provider network flexes with the load, so a 3-4x spike gets absorbed, not queued.
Chat and voice, one desk
Both channels, one team, so a spike in one never starves the other.
Per-minute model
You pay for outcomes, not idle seats, so our incentive matches yours.
Scored on every contact
Calls and chats are QA'd continuously, so speed and CSAT rise together.
Slot-tight scheduling
Disciplined slotting kept breaches falling even as volume climbed.
In the customer's language
A nationwide network supports customers wherever they reach you.
Every KPI up, through the busiest window of the year.
Slot breaches nearly halved, conversations got faster, satisfaction climbed, and each Service Provider did 84% more than the sale before. The trajectory is set, and Snitch now treats Futwork as its default for sale periods.
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