Closing peak seasons with 95% CSAT for eCommerce Brava Fabrics
Manufacturing Service Brava Fabrics
Brava Fabrics is a sustainable fashion brand known for its stylish and environmentally conscious clothing. Since its founding in 2015, the company has focused on creating timeless pieces using high-quality, eco-friendly materials. Designs are developed at the brand’s headquarters in Barcelona, often in collaboration with international partners. By working closely with ateliers in Spain and Portugal, personally connecting with the tailors, Brava Fabrics continues to demonstrate its commitment to ecological sustainability and ethical production.
Who’s EverHelp?
EverHelp is an industry-leading provider that combines human + AI efforts to deliver custom support outsourcing services. Since our founding in 2021, we have scaled from 5 employees to 1,000+ agents across 4 continents and have worked with over 100 clients. But great support today isn't just about people, but about pairing the right humans with the right technology.
That's why we combine our expert agents with Evly, our proprietary AI customer service agent built on everything we've learned about delivering exceptional customer experiences. The result? A seamlessly blended human + AI support model that helps our clients:
- Deliver quick responses in under 45 seconds
- Offer a true omnichannel experience across all touchpoints
- Achieve 83%+ CSAT scores
- Resolve 97% of disputes
The Challenge: Organizing Fast Support Through 3 Main Channels
Brava Fabrics initially approached us since they experienced challenges in managing support operations effectively. When we started working on the project, we found the key pain points to be:
- Long FRT and AHT
- Limited capacity of the in-house team
- The large ticket backlog, connected to volume spikes during peak seasons.
Our Solution: Fortifying In-House Team to Handle Peak Seasons & Reach 95% CSAT
During the first 6 months of our collaboration, we focused on supporting their existing team and improving ticket handling.
- 1 agent joined their in-house support to cover the increasing ticket volume
- 3 support channels were covered throughout our collaboration, including email, Facebook Massenger and WhatsApp.
- 6300 tickets/month were handled by our extra agent.
The Results
Looking Ahead
As of now, we have discontinued our collaboration with Brava Fabrics. If the opportunity arises, we would be glad to provide our support services once again.
FAQ
Brava Fabrics, a sustainable fashion brand from Barcelona, was struggling to manage customer support effectively during peak seasons. Their in-house team had limited capacity, ticket backlogs were growing, and both first response times and average handling times were too long. They needed an external partner to reinforce their team and keep service quality high during volume spikes.
EverHelp added 1 dedicated agent to work alongside Brava Fabrics’ existing in-house team, covering three support channels — email, Facebook Messenger, and WhatsApp. This lean but focused setup was designed to absorb peak season ticket surges without disrupting the existing team’s workflow.
The EverHelp agent handled over 6,300 tickets per month for Brava Fabrics. This consistent throughput allowed the brand’s internal team to focus on more complex or strategic tasks while EverHelp maintained frontline customer communication across all three channels.
EverHelp reduced Brava Fabrics’ first response time by 34.2%, bringing it down to 13 hours and 10 minutes, and cut the average resolution time by 9.7% to 21 hours and 40 minutes. Most importantly, the brand achieved a 95% CSAT score — a strong result for a high-volume eCommerce operation during peak season.
EverHelp completed the agent onboarding ahead of Brava Fabrics’ busy season, with no delays. QA processes were set up on schedule from day one, ensuring quality was monitored from the very start of the engagement. The client noted EverHelp’s flexibility and quick adaptation when priorities shifted.
The Brava Fabrics partnership demonstrates that impactful support doesn’t always require a large team. By deploying a single well-trained agent across the right channels with proper QA in place, EverHelp helped a growing sustainable fashion brand hit a 95% CSAT score and cut response times significantly — proving that focused, quality-first outsourcing can deliver outsized results even at lean scale.
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