The No. 1 robotic vacuum company in China, Ecovacs Robotics, was planning its U.S. launch on Amazon Prime Day. Ecovacs expected to sell tens of thousands of robots in just a few days, an unprecedented volume for its two-person customer support team.<\/p>\n
Ecovacs faced an intense time crunch to add team members who: understood the product, could troubleshoot problems, and communicate well with American customers.<\/p>\n
We became AI-Powered, Robotic Vacuum Experts in 10 Days.<\/p>\n
In the rapid ramp-up period, the five-member team from Enshored studied the product documentation, the app and explored every possible customer scenario.<\/p>\n
Within a week and a half, Enshored hired, trained, and began managing omnichannel support for Ecovacs\u2019U.S. customers. Support numbers increased by 30x. <\/p>\n
When agents noticed app reviews for the Ecovacs app were low, they initiated a program asking happy app users to leave a review. To date, satisfied customers are boosting app reviews from 2.1 stars to 3.6 stars.<\/p>\n
Enshored helped Ecovacs rise to the occasion:<\/p>\n
Enshored made it easy. They\u2019re smart and flexible. They\u2019re a partner, not just a service. And they grow with you. They said, \u2018Great, we love getting in on the ground floor with a company that\u2019s growing. We\u2019ll get you, high-quality people.\u2019 That\u2019s what they did, and that was perfect.<\/p>\n
Brian Scully, Ecovacs Robotics Head of Customer Experience in the Americas<\/p><\/blockquote>\n