35% Lower CX Costs, +21 CSAT: LEC’s 90-Day Impact

Are you a fast-growing brand struggling to scale your customer service team without sacrificing quality or blowing up your budget?

You’re not alone. At Leading Edge Connections (LEC), we specialize in outsourced customer service that actually improves the customer experience—while saving you money.

In this case study, we break down how LEC helped an eCommerce brand reduce support costs by 35% and increase their Customer Satisfaction Score (CSAT) by 21 points—all in just 90 days.

The Challenge: Growth Was Outpacing Support

This brand was scaling fast. Orders were increasing, and so were customer inquiries. But their internal customer service team couldn’t keep up.

- CSAT was dropping
- Response times were inconsistent
- Escalations were bottlenecked
- Support costs were spiraling

They needed a solution that could handle high-volume demand, reduce operational costs, and deliver a top-tier customer experience.

The Solution: Strategic Customer Experience Outsourcing

At LEC, we don’t just staff agents. We build scalable customer experience ecosystems that combine people, technology, and process.

Step 1: CX Audit & Opportunity Mapping

We performed a full customer service audit—digging into channel mix, contact types, resolution rates, and tech stack gaps. This gave us the data to build a roadmap for improvement.

Step 2: Build a U.S.-Based, Right-Fit CX Team

Instead of overstaffing, we deployed a lean, flexible team of U.S.-based agents trained in empathy, product knowledge, and resolution strategy. This helped the brand scale up (or down) without sacrificing performance or wasting money.

Step 3: Platform Consolidation & Automation

The client was using three disconnected platforms for email, chat, and phone support. We migrated them to a single omnichannel support platform with automation, SLA tracking, and integrated reporting.

Step 4: Coaching + CX Analytics

Every two weeks, we reviewed data from CSAT, QA scores, and resolution metrics to coach the team in real-time. Continuous improvement became part of the culture.

The Results After 90 Days

After implementing our outsourced customer support strategy, the improvements were immediate and measurable:

Customer Support Costs: 35% reduction
CSAT Score: 21-point increase (from 67 to 88)
First-Contact Resolution: 22% improvement
Average Response Time: 38% decrease (from 7 minutes to 4.3 minutes)

The brand’s leadership team was finally free to focus on marketing and product development—instead of dealing with support fires.

Why This Worked

- We didn't just fill seats—we rebuilt the foundation.
- We aligned technology, people, and process under a single customer-first strategy.
- We used data-driven coaching to improve quality every single week.
- Most importantly, we treated their brand like our own.

Why Choose LEC for Customer Experience Outsourcing

- U.S.-based, on-brand agents
- CX strategy and operational design
- Omnichannel tech stack optimization
- Proven track record across eCommerce, SaaS, and service-based businesses

Ready to Reduce Costs and Boost CSAT?

If you’re looking for a smarter way to scale customer support, LEC can help. We work with growth-stage brands that are ready to transform their customer experience operations into a profit center—not a cost center.

Book a 15-minute call to see how we can help you cut costs and improve CX within 90 days.

Because at LEC, we don’t just answer contacts—we build world-class customer experience ecosystems.

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