How Kahawa 1893 Solved Growing Support Challenges with kim.cc
Improved CSAT
20% increase in customer satisfaction
Reduce Workloads
25+ hours saved per week.
Saved Costs
60% cost reduction.
Kahawa 1893, a mission-driven coffee company sourcing beans from women farmers in Kenya, faced a surge in customer inquiries as their brand grew. Their operations team, led by their VP of Ops & Revenue – Corey Stary, struggled to keep up:
Freelancers Failed
Attempts to use platforms like Upwork led to inconsistent support and high management effort.
Onshore Talent Was Costly
Hiring and onboarding local talent was expensive and time-consuming.
Overwhelmed Team
Internal resources were stretched too thin, leaving little time for critical business operations.
Kim.cc offered Kahawa 1893 a 14-day free trial with Paula, a skilled Filipino agent. Paula quickly became an integral part of their team, handling support inquiries and ensuring consistency in their brand voice. Key solutions included:
Reliable Support:
Paula managed inquiries seamlessly, allowing the team to regain focus on growth.
Integrated Operations:
She expanded her role to cover wholesale and marketing inquiries while keeping the support process aligned with Kahawa 1893’s standards.
Overwhelmed Team:
Internal resources were stretched too thin, leaving little time for critical business operations.
The Results
With Kim.cc, Kahawa 1893 achieved measurable outcomes:
- Time Savings: Paula saved the team 25+ hours per week, freeing them for high-priority tasks.
- Cost-Effectiveness: Outsourcing through Kim.cc reduced costs by 60% compared to in-house/local hiring.
- Improved Service: Customer satisfaction increased by 20%, with inquiries resolved faster and more effectively.
Kahawa 1893’s success demonstrates the transformative impact of reliable customer support. From reducing workload to cutting costs, Kim.cc became a trusted partner in their growth journey.
Want to see how Kim.cc can enhance your customer support? Start your free trial today!
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