Muscle Food
Cutting first response time by 78% and resolution time by 47% for a leading online food retailer
Muscle Food needed complete customer service support across multiple channels and social platforms. Contact Web built a specialist team, implemented structured workflows and quality assurance, and delivered transformational improvements in response and resolution times.
78%
Reduction in first response time
47%
Reduction in resolution time
95%
Reduction in average response time
+11%
Increase in average CSAT score
The challenge
Muscle Food required complete customer service support to manage high order volumes and a rapidly growing customer base. With customers contacting them across multiple channels, they needed consistent service quality and fast response times on every platform, including during peak trading events such as Black Friday and Christmas.
- High order volumes and rapidly growing customer base requiring scalable support
- Customer contact across email, live chat, TikTok, Amazon, Facebook, Instagram and Trustpilot
- Inconsistent response times and service quality across channels
- Need to scale quickly during promotional peaks without impacting performance
Our solution
Contact Web built a fully trained customer service team specialising in Muscle Food's products, delivery processes and brand tone of voice. We implemented structured workflows, strong quality assurance processes and customised response templates to ensure consistency and efficiency across all channels.
- Dedicated team trained on Muscle Food products, delivery and brand voice
- Structured workflows and QA processes across all channels
- Proactive support for delivery issues, replacements, refunds and order troubleshooting
- Full coverage maintained during Black Friday and Christmas peaks
- Management of Trustpilot reviews and social media comments
Results
78%
Reduction in first response time
47%
Reduction in resolution time
95%
Reduction in average response time
+11%
Increase in average CSAT score
"Response and resolution times have reduced across all customer service channels. Customer satisfaction has improved, supported by clearer and more consistent communication."
Delivery model
UK-based delivery providing full end-to-end customer service support across multiple systems and social media platforms.
Technology deployed
Quality monitoring across all customer interactions to ensure consistency and brand alignment.
Knowledge AI giving agents instant access to product information, delivery processes and escalation routes.
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