Dee Anderson
Head of Customer Service Cosatto Limited, UK nursery and baby products brand
As volumes increased, how did customer service pressure show up day to day?
As a small customer service team, we were trying to juggle multiple inbound contact channels while still providing a high-quality experience for our customers. As volumes increased, pressure became very visible, queues built up across channels, response times lengthened, and the team had to constantly switch between inboxes and calls to keep up with demand.
What did that pressure mean for the team and for the customer experience?
The workload meant our team was stretched, balancing competing priorities, which made it challenging to maintain consistency and focus. For customers, this sometimes resulted in longer waits or uneven experiences, which is never what we want for our brand.
Looking back, what changed once the additional support was fully embedded?
Once live chat was fully managed by the Optimise team, the pressure on our small team eased significantly. Inbound call volumes decreased, allowing us to refocus on quality and bring our service back to the level our customers expect. At the same time, we were able to maintain multiple ways for customers to contact us, ensuring accessibility across channels while delivering faster, more consistent service. The team felt supported and confident, and customers immediately benefited from a smoother, more reliable experience.
Cosatto Limited, Award winning UK nursery and baby products brand
