Client Overview
Client Overview
Business Name: TrendyTote Co.
Industry: E-commerce (Fashion Accessories)
Team Size: 5 employees
The Challenge
TrendyTote Co., a small but fast-growing e-commerce business, was struggling to keep up with the demands of order fulfillment and customer support. With only five full-time employees managing everything from product sourcing to marketing, their ability to respond to customer inquiries and process orders efficiently was slipping. Delays in responding to customers resulted in poor satisfaction scores, and fulfillment errors began to affect their brand’s reputation.
The founders knew they needed more support but couldn’t afford the high costs of hiring additional in-house staff, especially with the demands of salary, benefits, and training. That’s when they turned to Sidekick to find a cost-effective solution.
Sidekick's Super Solution
After assessing TrendyTote’s needs, Sidekick matched them with two highly-vetted virtual assistants specializing in customer service and e-commerce order management. The Sidekick VAs took over customer support, answering emails and live chat queries, and handled day-to-day order fulfillment tasks, such as processing orders, updating inventory, and managing shipping details.
Results
Within the first three months of hiring Sidekick VAs, TrendyTote Co. experienced the following results:
Hours Saved
25 hours saved per week, allowing the core team to focus on growth initiatives like marketing and product expansion.
%
Reduced Response Time
Customer support response time decreased by 40%, with most inquiries resolved within 12 hours.
%
Customer Happiness Rating
Customer happiness rating increased by 35%, resulting in better online reviews and repeat customers.
%
Errors Reduced
50% reduction in order fulfillment errors, improving overall customer satisfaction.
Cost Comparison
By outsourcing these tasks to Sidekick VAs, TrendyTote saved over 60% on operational costs compared to hiring full-time employees in-house. The virtual assistants provided the flexibility needed without the financial burden of hiring locally, helping the business scale without breaking the bank.
Hiring Sidekick was one of the best decisions we made. Our fulfillment and customer support went from chaos to a well-oiled machine. The best part? We didn’t have to worry about the overhead costs of in-house hires.