Scaling Seasonal CX for a Global Bridal Fashion Retailer
A leading U.S.-based online bridal fashion retailer partnered with Fusion CX to transform and scale its customer support operations during extreme seasonal demand spikes. As inquiry volumes surged during peak “Engagement Season,” the brand needed a centralized, agile CX model that could scale rapidly—without sacrificing service quality, consistency, or customer satisfaction.
Fusion CX consolidated the retailer’s fragmented outsourcing model into a single, high-performance delivery framework. By deploying a rapidly scalable offshore team, standardized QA processes, and multichannel readiness across voice, chat, and email, Fusion CX enabled seamless peak-season support while improving operational visibility and cost efficiency.
Inside this case study, discover:
- How Fusion CX helped a fast-growing bridal retailer manage 4× seasonal inquiry spikes
- Our approach to rapid agent ramp-up and multichannel CX readiness
- How consolidating vendors improved consistency, QA, and KPI visibility
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