Retail Operations That Never Miss a Beat, at Peak Season or Any Season

We needed a partner who could handle large volumes of multilingual customer contact without the experience feeling generic. TWG’s Operators adapt their tone to the market they are serving while still following our brand guidelines closely. When our seasonal peaks hit, they add capacity fast enough that we do not feel it on our end. Their reporting gives our team a clear window into what is happening on the front line at any given time.

We needed help with product questions, returns, and logistics issues that were pulling our internal team away from higher-value work. TWG set up a support structure that cut down on back-and-forth and helped more of those conversations end in a sale rather than a complaint. Their language coverage let us open new markets without adding operational risk on our side. The team is fast, and more importantly, they get the answer right the first time.

The rollout meant a flood of product questions, inventory checks, and promotional traffic hitting our support lines all at the same time. TWG trained Operators in the right languages ahead of launch and kept accuracy up across thousands of daily conversations. Given how visible this launch was for us, we needed the operational side to simply work, and it did. Their team absorbed the pressure without us having to step in.