Who are we working with?
Our client is a global leader in custom window treatments, offering draperies, Roman shades, cellular shades, and both manual and motorized solutions. Designed as a one-stop shop, they deliver end-to-end home and commercial enhancements with high-quality products, accessories, and professional in-home services.
As order volume scaled, customer interactions became more complex. Support requirements expanded beyond standard inquiries to include high-touch sales consultations (product selection, sizing accuracy) and post-sales assistance (installation support, motorized system setup, and technical troubleshooting).
To support this growth while maintaining brand standards, the client partnered with a dedicated customer service operation focused on speed, accuracy, and expertise. The team manages high-volume, multi-channel customer communications and delivers critical support functions, including:
- Pre- and post-sales customer engagement
- Technical troubleshooting and installation guidance
- Warranty claims and service coordination
- Systematic analysis of customer feedback to surface product trends and improvement opportunities
This data-driven approach enables continuous optimization of both the customer experience and product offerings.
Through this strategic partnership, the client has strengthened customer satisfaction, improved response times, and enhanced operational scalability. The support model enables the business to efficiently manage growing order volumes while protecting brand reputation and driving repeat purchases.
As a result, the client is well-positioned to sustain momentum and compete effectively in the global home improvement and interior solutions market backed by a customer experience strategy built for growth.
Why did they contact us?
As the client expanded its presence across major e-commerce and social commerce platforms, sales volume and bulk orders increased rapidly, resulting in surge in customer inquiries within a short period. Demand spiked across the entire customer lifecycle, including pre-sales consultations (measurements and product selection), order management, in-home service scheduling, and post-sales technical support.
This growth significantly increased operational complexity, with support requests spanning multiple time zones. Inquiry volume began to exceed internal service capacity, creating a response-time risk of 24–48 hours during peak periods, compared to customer expectations for near real-time assistance. Without intervention, these delays posed a measurable risk to conversion rates, customer satisfaction, and repeat purchases.
The internal team faced scalability limitations, as resources were split between customer communication, logistics coordination, and day-to-day operations. As a result, maintaining consistent service quality and personalized engagement at scale became increasingly challenging.
To protect brand reputation and unlock continued growth, the client identified the need for a scalable, high-performance customer support model. The objective was to ensure that 100% of customer inquiries were handled by trained, knowledgeable representatives capable of delivering accurate guidance and efficient resolution while supporting sustained volume growth without proportional increases in operational overhead.
Why did they choose us?
Nagog deployed a 24/7, multi-channel customer service operation, ensuring uninterrupted, premium support globally:
- Channels Covered: Phone, live chat, Zoom consultations, WhatsApp.
- Agent Expertise: Representatives trained for complex interactions, including product setup, technical troubleshooting, warranty claims, and post-sales support.
- Operational Excellence: Structured escalation protocols, real-time performance monitoring, and continuous quality assurance.
- Ongoing Training: Ensures agents stay up-to-date on products, policies, and best practices.
Key Outcomes:
- Perfect 5/5 CSAT: Sustained monthly, demonstrating exceptional customer experience
- Reduced Escalation Time: From 24–48 hours to 4–6 hours, enabling near real-time resolution.
- Consistently Positive Feedback: Across all product lines, reinforcing brand trust and loyalty.
- Client Recognition: Regular commendations for responsiveness, professionalism, and service quality.
- Unified Global Support: Enabled scaling without reliance on multiple outsourcing partners.
Client Feedback / Testimonial
– Monthly call quality review to ensure the great service that we are providing.
“Your team has truly become a key partner in our business.Your team’s deep understanding of our products is exceptional, and you consistently deliver excellent service across phone calls, chat, Zoom, and WhatsApp. We’ve decided to keep growing our partnership exclusively with your representatives because of the consistently high-quality service and reliability you bring.”
– Brand Seller
Through this strategic partnership, Nagog transformed customer service from an operational pressure point into a scalable, revenue-supporting function. The client now enjoys:
- Exceptional customer satisfaction.
- Faster issue resolution.
- Reinforced brand trust.
- Operational scalability for global growth.
Result: World-class customer experience is no longer just support—it’s a competitive advantage.
Customer Reviews
Review # 1: Order Correction
I assisted Sheryl with an issue on her curtain order after she received a curtain rod in the wrong size. I acknowledged her concern and apologized for the inconvenience, then carefully reviewed and confirmed her order details. I created a replacement case right away and guided her on how to send a photo of the incorrect item via email so we could resolve the issue as quickly as possible. I provided the case number and email address, let her know to expect a follow-up on Monday around 9:00 AM, and reassured her that we would stay on top of this and make sure it’s taken care of.
This resolution demonstrates how showing empathy, maintaining clear communication, and providing timely solutions can boost customer trust and reinforce a positive brand reputation.
– Nette (NAGOG Customer Service Representative)
Review # 2: Product Guidance
I assisted Yolanda when they called the support line to verify details about curtains they had ordered. Yolanda needed to confirm the pleat style and width for an additional panel. I reviewed the order and confirmed the specifications, while clarifying that the original order was placed in September, not November. I also informed her about a 24% discount available at checkout and advised them to place a new order on the website with the code to receive the discount. The call ended with Yolanda expressing thanks for the help.
This interaction demonstrates the value of providing accurate information, clear guidance, and helpful recommendations, which enhances customer satisfaction.
-Nette (NAGOG Customer Service Representative)
Review # 3:Measurement Assistance
I assisted Joan when they called to confirm measurements for a window treatment order. We discussed the rod length and coverage, made some adjustments, and agreed on the final measurement. Joan placed the order using a discount code and confirmed all the details. I processed the order and informed Joan of the expected delivery date, while assuring them that we would follow up regarding their custom order.
This interaction highlights the importance of attentive guidance, clear communication, and confirming customer specifications, which helps ensure accurate orders and reinforces customer confidence in our service
-Nette (NAGOG Customer Service Representative)
Meet one of our representatives
Hi! My name is Nette, and I’m one of the passionate Customer Service Representatives at Nagog Innovation Technology Inc. I specialize in handling phone calls and live chat support for our U.S.-based customers, with a strong focus on draperies, shades, and accessories.
In my role, I take pride in delivering thoughtful, detail-oriented support—from guiding customers through precise measurements to assisting with order details and post-installation needs. I believe every customer deserves to feel like the most important one, and I strive to ensure each interaction ends with clarity, confidence, and a positive lasting impression.
Being part of the customer experiences that turn into positive-reviews each month is both rewarding and motivating, pushing me to continue delivering service that exceeds expectations..
Beyond phone and live chat support, I also manage ticket escalations, making sure every inquiry is addressed promptly and thoroughly. As a team, we consistently meet and exceed our client’s performance goals—a testament to our shared dedication to service excellence.
At Nagog, each interaction is a chance to demonstrate to customers that they are valued—delivering consistent care and reliable results they can count on.
