Case Study: Transforming Customer Service for Ideal Living

Ideal Living, a leader in the Health and Wellness industry, faced significant challenges with their customer service operations in the United States. The shared customer service model they relied on was not meeting their high standards, resulting in dissatisfied customers and poor survey levels. Here’s how partnering with Allegro Response transformed their customer service experience.

The Challenge

Peter Spiegel, Founder and co-CEO of Ideal Living, recognized the need for a high-touch, dedicated customer service team that could provide the quality interactions their customers deserved. The primary pain points included:

• High Costs: Expensive and ineffective shared customer service in the United States.
• Low Customer Satisfaction: Poor customer service survey levels.
• Inconsistent Quality: Lack of dedicated, trained personnel.

The Solution

Ideal Living partnered with Allegro Response to overhaul their customer service operations. Allegro Response provided a tailored solution:

• Dedicated Team: Trained and educated customer service representatives focused solely on Ideal Living’s products.
• Cost-Effective Service: High-quality service at a cost lower than their previous shared service model.
• Local Expertise: Customer service operations were moved to Mexico, ensuring cultural and language alignment with their customer base.

The Results

The transformation was remarkable. As Peter Spiegel stated, “Allegro is doing our high-touch customer service for AquaTru and AirDoctor for us in Mexico. We have dedicated, trained, educated, customer service for less than we were paying for crappy, shared customer service in the United States. The customer service survey levels have improved dramatically.”

• Improved Customer Satisfaction: Customer service survey levels soared, reflecting the superior service quality.
• Cost Savings: Significant reduction in customer service costs, up to a 40% reduction in operational costs due to our nearshore model based in Mexico.
• Enhanced Brand Loyalty: Customers received the high-touch service they expected, strengthening their loyalty to Ideal Living’s products.

Final Thoughts

Ideal Living’s partnership with Allegro Response showcases the power of dedicated, high-quality customer service. By moving away from an ineffective shared model to a focused and cost-effective solution, Ideal Living not only saved money but also dramatically improved customer satisfaction and loyalty.