💧 Success Story: How SWITCH 360 Elevated WAATR’s Customer Experience

🌐 About the Client

WAATR is a cutting-edge wellness brand known for its UV light purification smart water bottles. Combining innovation with sustainability, WAATR products are designed for health-conscious, eco-minded consumers around the globe.

🧩 The Challenge

As WAATR’s product gained traction through international press and influencer marketing, the brand experienced a surge in customer queries and support requests across channels:

Order tracking issues
Technical product questions
Returns & exchange inquiries
International shipping concerns
Social media engagement and DMs

WAATR needed a dedicated, tech-savvy support team that could handle high volumes professionally—without sacrificing brand tone or customer trust.

💡 Our Solution

SWITCH 360 stepped in with a dedicated eCommerce support team trained specifically on WAATR’s product features, brand voice, and Shopify backend.

🤖 Services Provided:

Email & Ticket Management
Prompt responses via HelpScout & Shopify Inbox to support queries, shipping updates, and refund cases.
Live Chat Support
Real-time assistance for website visitors, boosting conversions and reducing cart abandonment.
Technical Product Support
Trained agents who could troubleshoot product features like UV purification cycles and Bluetooth connectivity.
Social Media Message Handling
Engaging with customers on Instagram, TikTok, and Facebook for faster brand interaction.

📊 Results Achieved

Metrics	Before SWITCH 360	After SWITCH 360
Avg. Response Time	18–24 Hours	Under 4 Hours
First Contact Resolution	~50%	87%
Cart Abandonment Rate	~68%	Dropped by 21%
Customer Satisfaction Score	3.9 ⭐	4.7 ⭐
Internal Team Load	Overwhelmed	Lightened & Focused on Growth

💬 What WAATR Says

“SWITCH 360 didn’t just handle our tickets—they became an extension of our brand. Their team understands our product, tone, and values. It’s like having a 24/7 in-house support team, without the overhead.”
— Head of Customer Experience, WAATR

📦 Ready to Level Up Your eCommerce Support?

Whether you’re selling wellness products, tech gadgets, or lifestyle goods—our skilled agents are trained to support, convert, and retain your customers.

📞 Let’s build your dream support team

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