Case study · Retail

Enhancing Conversion Rates & CSAT For A Retail Giant in The Wellness-Tech Space

A wellness retailer known for science-backed supplements lifted sales conversion to 80%, beating its 65% benchmark, and sustained 90% CSAT with Fusion CX teams in El Salvador, Colombia and Manila.
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Enhancing Conversion Rates & CSAT For A Retail Giant in The Wellness-Tech Space
90%
CSAT sustained
Client
Wellness retail corporation selling science-backed supplements direct to consumers
Industry
Retail · Wellness and supplements
Services
Inbound and outbound sales, customer service, order tracking, returns, email and chat
Delivery
El Salvador, Colombia and Manila
The results

Higher conversion, consistent satisfaction.

Outcomes over eight years of partnership.
80% | sales conversion rate, up 15%, vs. 65% benchmark 90% | CSAT score 450% | sales team growth ~3x | expansion of the high-touch team 8 | years of partnership
01Challenge

Convert more callers without losing care.

Driven by TV infomercials and digital platforms, the client generated substantial inbound call volume. It needed a partner that could raise conversion rates, deliver exceptional customer care, integrate with its framework and stay productive through seasonal peaks.

Conversion rates

Turn more inbound calls into sales.

Customer care

Exceptional service on every call.

Seamless integration

Fit the client's existing framework.

Seasonal peaks

Stay productive when volumes rise.

02Solution

Experienced sellers, specialized QA.

Fusion CX delivered from centers in El Salvador, Colombia and Manila with a multi-pronged approach.

Experienced sales staff

Every rep with at least two years in sales.

Specialized QA

Audits of sales and non-sales calls.

Training department

Sales, retention and customer service skills.

Service expansion

Sales, service, orders, returns, email and chat.

03Impact

80% conversion and 90% CSAT.

Over eight years, sales conversion rose to 80%, a 15% increase that surpassed the client's 65% benchmark, and CSAT held consistently at 90%.

The sales team grew 450% and the high-touch team expanded almost threefold, with unwavering compliance across all interactions and strong bilingual agent deployment.

Consistent quality earned the trust that grew a sales program into a long-term partnership.

04Key insights

What other programs can take from this.

  • Experienced sales staff and specialized QA lift conversion without hurting CSAT.
  • Multi-country delivery supports bilingual customers and seasonal peaks.
  • Dedicated training in sales, retention and service keeps results consistent over years.
Download the full case study

In this case study, you’ll see:

What a wellness retail giant needed from a sales and service partner
How experienced sales staff, specialized QA and training lifted results
The 80% conversion rate and 90% CSAT achieved
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Wellness Retail Corporation
Case study · Retail

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    The Fusion CX‑factor

    40+delivery locations
    13countries
    28languages supported
    22years in CX
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