Every Conversation On-Brand

Overview 

Birdy Grey is a fashion retail brand operating in a customer-sensitive category where service quality, tone of voice, and consistency directly impact the customer experience. 

The company needed a CX team that could improve customer satisfaction, reduce agent churn, and represent the brand with the right voice across customer interactions, while keeping full ownership and control within Birdy Grey’s in-house CX leadership. 

The Challenge 

Birdy Grey was dealing with three operational issues inside its customer support function: 

• Low CSAT: Customer satisfaction was sitting at 78%, creating a clear need to improve support quality and consistency. 

• Highagent churn:The team needed more stability, stronger ownership, and better long term retention. 

• Inconsistent brand voice: Agents were struggling to maintain Birdy Grey’s tone of voice, which affected the quality and consistency of customer interactions. 

The Game Plan

We supported Birdy Grey’s in-house CX leadership in strengthening the support operation while keeping the process fully under their control. Our role was to help build the right team structure, improve execution, and ensure agents could represent the Birdy Grey brand accurately. 

The approach included: 

• Brand immersion:We held in-depth conversations with Birdy Grey’s CX leadership to understand the company’s culture, customer expectations, and tone of voice. 

• Experienced team buildout:We assembled a strong starting team with prior CX experience and the ability to adapt quickly to Birdy Grey’s standards. 

• Leadership alignment: A dedicated team leader was established on our side to create accountability, coaching consistency, and day-to-day execution, while Birdy Grey’s in house CX leadership maintained control over the overall direction. 

• Deep team integration:The team was trained to operate with brand ownership, not just ticket completion, so agents could internalize Birdy Grey’s voice and deliver a more consistent customer experience under the guidance of Birdy Grey’s CX leadership. 

The Results 

The results tied directly back to Birdy Grey’s original pain points: 

• CSAT improved from 78% to 96% withinthe first quarter:Our team structure, coaching, and brand-focused execution helped support a major improvement in customer satisfaction while Birdy Grey’s CX leadership retained control over the process. 

• Agent churnstabilized at 18% over two years: A stronger team setup, clearer leadership, and deeper brand integration helped create a more stable CX operation. 

• QA scores reached anall-time high:With stronger training, clearer expectations, and better ownership of Birdy Grey’s tone of voice, agents delivered more consistent, brand aligned support. 

Why It Worked 

The improvement came from treating CX as a brand function, not just a support function. 

We did not only place agents into the queue.We built the team around culture fit, leadership, brand voice, and operational accountability, while Birdy Grey’s in-house CX leadership continued to own the direction, standards, and customer experience strategy.That created a support environment where agents could stay longer, perform better, and represent Birdy Grey with more consistency. 

Final Takeaway

For Birdy Grey, we helped support a more stable, brand-aligned, and performance-driven CX operation without taking control away from the internal team.Within the first quarter, CSAT increased from 78% to 96%, while long-term agent churn stayed controlled and QA scores reached an all-time high.