BolsterBiz

BACKGROUND

Please describe your company and position.

I am the Customer Support Manager of Sud Scrub

Describe what your company does in a single sentence.

Sud Scrub creates antimicrobial, eco-friendly silicone scrubbers that gently exfoliate, stay hygienic, and replace disposable bath tools for cleaner, healthier skin.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire BolsterBiz to accomplish?

• Source a top tier customer support agent

SOLUTION

How did you find BolsterBiz?

Referral

Why did you select BolsterBiz over others?

• Pricing fit our budget
• Referred to me

How many teammates from BolsterBiz were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

✅ Core Deliverables:
1. Community Engagement & Comment Management:

Respond to TikTok, Instagram, and other social comments in a timely, on-brand manner
Proactively engage customers (thank-yous, product questions, usage guidance, purchase support)
Identify comments requiring escalation (order issues, product defects, complaints)
2. Workflow Accuracy & Coverage:

Ensure no high-value or service-critical comments are missed
Follow defined “inviting engagement” standards (questions about product use, shipping, colors, purchasing)
Maintain consistency with Sud Scrub brand tone and compliance guidelines
3. Customer Support Assistance:

Handle basic automated and templated email workflows
Flag complex cases appropriately instead of guessing or delaying resolution
4. Reporting & Quality Control Support:

Support sanity checks between platform apps and NapoleonCat
Tag or categorize interactions where required for reporting and sentiment analysis
 
📊 Primary KPIs to Track:
⏱ Efficiency & Coverage:
Response Rate: % of relevant comments responded to
Missed Engagement Rate: # of actionable comments missed per week (goal: trending to zero)
Average Response Time on community platforms
🎯 Quality & Judgment:
Appropriate Response Score (spot-checked weekly — on-brand, helpful, correct escalation)
Escalation Accuracy (flagging big issues vs over-questioning basics)
💬 Engagement Impact:
Positive Interaction Volume (thank-yous, helpful guidance, product education)
Customer Follow-Up Rate (customers replying after engagement — shows connection & clarity)
📈 Growth Over Time:
Reduction in missed comments month-over-month
Increased proactive engagement (not just reactive replies)
Improved independence on standard workflows

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Measurable Outcomes Demonstrating Progress & Success:
Over the course of the engagement, Priya has contributed to measurable improvements in community management coverage, response consistency, and operational support.

1. Increased Comment Coverage & Responsiveness:

Higher volume of customer comments addressed across social platforms
Improved response timeliness during assigned coverage hours
Reduction in unanswered or delayed community interactions over time
2. Improved Workflow Execution:

Successful handling of standardized and automated customer support workflows with reduced supervision
Increased accuracy in following response guidelines and brand tone
3. Quality & Process Adoption:

Demonstrated understanding of escalation paths for customer issues
Improved judgment in identifying service-related vs engagement-focused comments
4. Operational Efficiency Gains:

Freed internal leadership time by reliably managing daily community moderation tasks
Created more consistent customer engagement presence across platforms
5. Continuous Improvement Trend:

Month-over-month improvement in response consistency and reduced oversight required for basic workflows

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Priya demonstrates consistent and reliable project management in her ongoing role supporting Sud Scrub. She completes assigned deliverables within expected timeframes and maintains steady coverage during her scheduled hours. She is responsive to feedback and implements adjustments promptly to align with our evolving workflows and engagement standards. Our collaboration remains active and productive.

What was your primary form of communication with BolsterBiz?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What impressed me most about the company was their ability to deeply understand our operational needs and successfully match us with a candidate who aligned exceptionally well with both the role requirements and our company culture at Sud Scrub. The fit has been highly effective and continues to add value to our day-to-day operations.

Are there any areas for improvement or something BolsterBiz could have done differently?

Overall, we’ve been very satisfied with the partnership. One minor opportunity for optimization would be adjusting the meeting frequency to better match the project scale. Streamlined monthly check-ins combined with asynchronous updates would allow for efficient communication without over-scheduling.

BACKGROUND

Please describe your company and position.

I am the Customer Support Manager of Atlas Reality, Inc.

Describe what your company does in a single sentence.

We make mobile games.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire BolsterBiz to accomplish?

• Augment our Customer Support team with trained personnel.

SOLUTION

How did you find BolsterBiz?

Online Search

Why did you select BolsterBiz over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from BolsterBiz were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Ongoing chat with players to solve various queries with our game.

Troubleshooting using various internal and 3rd party tools.

De-escalation of upset players.

Use of AI tools to better serve players.

Participation in 1 on 1's and daily standup meetings.

Ongoing training on new features and flows released in the app.

Addition of FAQ's to our FAQ database.

Accountability of in game currency awarding with care to players.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Lowered our backlog from over 2,000 tickets and over 1 year wait times, down to under 400 with wait times around 24 hours (usually around 3-4 hours for time to first response). 

Increasing our coverage to players to nearly 24/7 coverage.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They have been critical to our operation. They consistently deliver on time, and respond to our needs without hesitation and are highly flexible!

What was your primary form of communication with BolsterBiz?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

The scalability of their operation is impressive as well as onboarding of new employees!

Are there any areas for improvement or something BolsterBiz could have done differently?

Honestly, no. They have excelled in service, and we are glad to have them!

BACKGROUND

Please describe your company and position.

I am the Senior Manager of Customer Operations of Klover (Attain)

Describe what your company does in a single sentence.

Provides cash advances and financial wellbeing tips to customers, as well as a monthly subscription for credit monitoring and budgeting tools. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire BolsterBiz to accomplish?

• Answer customer inquiries
• Improve processes to help with ticket inflows
• Implement the support side of future apps that we may build or acquire

SOLUTION

How did you find BolsterBiz?

Referral

Why did you select BolsterBiz over others?

• High ratings
• Pricing fit our budget
• Referred to me
• Company values aligned

How many teammates from BolsterBiz were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The Bolster team helped us create a Zendesk account for our business, and agents were hired to answer tickets that came through the CS funnel. We worked closely with them to develop the Help Center for our customers, as well as internal processes for our team. Just last year, our agents answered over 650,000 tickets across 2 applications. The Customer Satisfaction score, which in previous years never exceeded 50%, ended 2024 at 67%. First time reply has fluctuated due to time of year and number of agents available, but usually never exceeds over 13 hours. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

CSAT, Number of Tickets solved, First-Time Reply, internal process updates (such as "traffic control" for the rest of the team, taking charge on training new agents, etc.), Quality Assurance scores 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The Bolster team always delivers on time. Anytime we need them to complete something, they do it immediately, and they never skip on the details. Their work ethic is unmatched. Not only do they respond well to what we need for our business, but they come up with ideas and solutions on their own, and bring them to us when they see a need. They continually go above and beyond their role, regardless of their official title. 

What was your primary form of communication with BolsterBiz?

Virtual Meeting

What did you find most impressive or unique about this company?

All of their employees truly love working for BolsterBiz. I have heard multiple agents, new and senior, who have expressed that Bolster is the best job they have ever had. Sanju and Rajesh are easy to work with and always keep us in the loop about high-level updates. They care about their employees and make sure senior agents are rewarded for their hard work through granting promotions. We have multiple Bolster agents who have been with us for years, that alone is enough to show us how great they treat their employees and business partners.

Are there any areas for improvement or something BolsterBiz could have done differently?

Honestly, none that I can think of. Their work ethic is unmatched and we love working with them.

BACKGROUND

Introduce your business and what you do there.

I am the Director of Client Experience & Trade Relations at Lemieux Et Cie. We design and produce artisanal home furnishings inspired by iconic European ateliers, partnering with global master artisans to create timeless, handcrafted pieces made in small batches. Our company operates in the eCommerce industry.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BolsterBiz?

We needed high-caliber customer service agents who could seamlessly embody a luxury brand voice and deliver thoughtful, nuanced support to interior designers as they navigated complex and sensitive situations.

SOLUTION

What was the scope of their involvement?

BolsterBiz helps us vet and recruit new hires, train them properly, and supports us with any new responsibilities as they arise. We have an ongoing relationship with BolsterBiz to employ our customer service agents, and they support us in recruiting, hiring, training, reporting, and ongoing support.

How did you find BolsterBiz?

Online search.

Why did you choose BolsterBiz over other options you considered?

We selected BolsterBiz because of their high ratings, pricing that fit our budget, great culture fit, good value for cost, and company values that aligned with ours.

What is the status of this engagement?

The engagement started in January 2026, and it's ongoing. 

How many teammates from BolsterBiz were assigned to your project?

3 teammates from BolsterBiz have been assigned to our project.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

On the rare occasions issues have surfaced, BolsterBiz has acted as a true partner—responding promptly, taking ownership, and resolving concerns with care to preserve the integrity of the luxury client experience.

What was your primary form of communication with BolsterBiz?

We communicate through virtual meetings, email, and Slack

How did BolsterBiz perform from a project management standpoint?

Everything has been delivered on time.

What did you find most impressive about them?

It is clear that BolsterBiz cares about the business needs of their clients and provides clear communication and support.

Are there any areas they could improve?

No.

BACKGROUND

Please describe your company and position.

I am an executive of Shield Your Body

Describe what your company does in a single sentence.

We make technology safer for you to use and enjoy.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire BolsterBiz to accomplish?

• To manage PPC

SOLUTION

How did you find BolsterBiz?

Online Search

Why did you select BolsterBiz over others?

• High ratings
• Good value for cost
• Company values aligned

How many teammates from BolsterBiz were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Bolster manages all of our company's PPC advertising. They create the campaigns, manage budgets and deliver bi-monthly performance reporting.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We provide budget limitations and key results benchmarks -- either ROAS or LTV/CPA ratio. They meet these guidelines, or adjust tactics.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Bolster is very responsive to communications, and delivers reports on time. It is clear that our account is being managed effectively.

What was your primary form of communication with BolsterBiz?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

They are very flexible to our evolving needs.

Are there any areas for improvement or something BolsterBiz could have done differently?

We've been working with them for almost five years now. So clearly they are meeting our needs to our satisfaction.