Lemieux’s customer support team were stretched thin with missed tickets and slow responses. Here’s how BolsterBiz transformed support and reduced first response time and resolution by over 80%.
faster first response
faster resolution (in 6 months)
boutiques across US & Canada
new CRM introduced (Hiver)
Lemieux et Cie is a luxury home brand founded by Christiane Lemieux in 2020. Think high-end furniture, rugs, lighting, decor — the kind of pieces that show up in 180 boutiques across the US and Canada, plus online.
Luxury brands live and die on experience, and that includes customer support. But Lemieux’s support team was understaffed and stretched thin. Tickets were getting missed. Response times were slow. There wasn’t really a structure in place, and the team wasn’t using technology to make things easier.
For a brand built on quality and attention to detail, that gap was a problem.
Client
Lemieux et Cie
Industry
Luxury home furnishings and decor
Founded
2020, by Christiane Lemieux
Headquarters
New York, USA
Products
High-end furniture, rugs, lighting, and decor accessories
Presence
Online + 180 design boutiques across the US and Canada
Lemieux’s support operation hadn’t kept pace with the brand’s growth. As a homegrown brand, they were struggling to resolve customer queries because:
There simply weren't enough people to handle the incoming workload.
And the slower things got, the more pressure built up on the existing team.
Without a proper system, some customer queries were just falling through the cracks.
There wasn't a clear process for resolving issues efficiently, and tech wasn't being used to help.
We started by building a dedicated team of experienced support agents — people who could step in and actually handle the workload. Then we introduced Hiver, a CRM that integrates with Gmail, to bring some order to ticket management.
Our expert agents helped design macros for frequently asked questions, so common issues could be resolved quickly without repeating the same response. On top of that, we set service-level agreements for response and resolution times and built metrics to track how the team was performing against those targets.
Browse the first two pages free. The full case study walks through how BolsterBiz restructured Lemieux’s support and cut response and resolution times by over 80%.
The full case study covers how the team was structured, how Hiver and macros were set up, and the SLA framework that brought response and resolution times down by over 80%.
