The Client
A leading luxury consignment company redefining the resale market with a seamless omnichannel experience. With sustainability reshaping consumer behavior and designer prices at record highs, resale has become a mainstream luxury shopping choice. This client sits at the center of the shift, helping consignors (sellers) and buyers connect in a trusted, premium marketplace.
The Challenge
The luxury resale sector is growing four times faster than the primary luxury market, and this company found itself at the forefront of explosive demand. But with growth came mounting pressures:
- Scaling Support: Their in-house customer care team couldn’t keep pace with the rapid increase in consignor and buyer interactions.
- Seasonality: The holiday surge created critical spikes in volume, requiring flawless execution.
- Experience Expectations: High-end consignors expect white-glove service at every touchpoint. A slow or impersonal response could damage trust, loyalty, and ultimately revenue.
The client needed a partner with deep retail expertise—one that could deploy quickly, scale seamlessly, and elevate customer experience without losing the human touch.
Our Solution
Harte Hanks partnered with the client to launch a concierge-level L1 support solution across email, chat, and voice channels. Together, we designed a model that could flex with demand while delivering personalized, measurable results.
Key pillars of our solution:
- Deep Understanding of the Consignor Journey: From listing to payout, our team mapped the consignor lifecycle and built support processes around it.
- Personalized Engagement: Each interaction was designed to feel like a luxury experience—tailored, empathetic, and efficient.
- Process-Driven Scalability: Clear workflows for ticket triage, escalation, and resolution enabled rapid onboarding of new agents while maintaining consistency.
- Data-Driven Insights: Real-time reporting helped the client identify trends, uncover pain points, and proactively improve their consignor and buyer experiences.
The Results
In a matter of weeks, Harte Hanks was fully embedded as a trusted extension of the client’s brand. Together, we achieved:
- Rapid Impact: Resolved 1,600 tickets in the first month, setting a new operational benchmark.
- Superior Experience: Achieved a CSAT score of 82% outpacing internal teams and industry benchmarks.
- Scalability Proven: Seamlessly scaled to handle peak holiday demand while maintaining service excellence.
- Record Consignors: Supported the client during a quarter where they achieved their highest-ever number of consignors listing luxury items—every one of whom was touched by our team.