Building CX From the Ground Up

Overview 

Labo Mono is an outdoor gear brand operating in a category where fast, accurate, and reliable customer support directly affects the customer experience. 

The company needed to move from a reactive support setup to a structured CX operation with a clean CRM, documented processes, a usable knowledge base, faster response times, and stronger CSAT performance. 

The Challenge 

Labo Mono was dealing with several foundational CX issues: 

• No CRM structure:The team did not have a clean Gorgias setup for views, macros, tags, conditional fields, or reporting. 

• No CX SOPs:There were no clear operating procedures for the team to follow independently. 

• No knowledge base: Customers and agents lacked a centralized source of truth for common questions and workflows. 

• Long support waiting times: Customers were waiting two days or more for support. 

• Low CSAT: Customer satisfaction was at 66%, creating a clear need for service quality improvement. 

The Game Plan

We supported Labo Mono by building the CX foundation needed for faster, cleaner, and more independent support operations. 

The approach included: 

• CRM cleanup and structure:We polished the Gorgias CRM with conditional fields, views, macros, and tags to clean up reporting data and make performance easier to track. 

• SOP and knowledge base buildout:We built CX SOP documentation and a knowledge base from scratch, giving the team a clear operating system and source of truth. 

• Experienced team deployment:We brought in a high-performing, experienced CX team to drive immediate improvements while the new infrastructure was being established. 

The Results 

The results tied directly back to Labo Mono’s original pain points: 

• A fully functional CRM infrastructure replaced the lack of structure:Labo Mono gained a cleaner Gorgias setup with insightful, actionable reporting. 

• Documented CX procedures replaced the lack of SOPs:Established workflows allowed the CX team to operate independently, freeing the founder from day-to-day CX involvement completely. 

• A new knowledge base replaced the lack of support documentation:We established a knowledge base that later became the foundation for an AI agent, which now deflects 26% of tickets while maintaining baseline CX scores. 

• Support waiting times dropped from two days or more to 17 minutes during business hours: The combination of process, team structure, and CRM improvements created a much faster customer support operation. 

• CSAT increased from 66% to a 94% average across humanand AI agents: Better infrastructure, stronger execution, and faster support helped create a major improvement in customer satisfaction. 

Why It Worked 

The improvement came from fixing the CX foundation first. 

We did not only add agents to the queue.We helped create the operating system around the team: a cleaner CRM, documented SOPs, a usable knowledge base, stronger reporting, and experienced people who could execute quickly.That gave Labo Mono a CX function that was faster, more independent, and easier to manage. 

Final Takeaway

For Labo Mono, we helped turn an unstructured CX setup into a functional, documented, and performance-driven support operation.The team moved from two-day support wait times to 17-minute response times during business hours, while CSAT increased from 66% to a 94% average across human and AI agents.