How ID Jewelry Elevated Customer Experience by 55% with Xelvia Global’s Dedicated Support Team
Snapshot
Client: ID Jewelry, USA
Industry: Luxury Jewelry (B2C)
Service Used: Offshore Customer Support (Chat, Website & Email)
Tools Implemented: Shopify, 8x8, Zoho Desk
Team Size: 3 Support Executives
What client says about us
"Our customers expect quick, reliable, and personal assistance. Xelvia Global gave us exactly that. Their team’s professionalism and responsiveness helped us enhance our service quality and maintain the trust our brand is built on."
-- I Davidov
Key Outcomes
ID Jewelry is a New York–based luxury diamond retailer renowned for its personalized jewelry designs and exceptional craftsmanship. With a large online customer base and growing international orders, maintaining timely, high-quality customer support became a top priority for the brand.
55% improvement
in customer satisfaction scores
40% faster
average response time
35% reduction
in email backlog
98% query
resolution rate within 24 hours
The Problem
ID Jewelry experienced rapid growth in its online and international customer base, leading to a surge in inquiries across chat, email, and website platforms. Managing these communications internally became increasingly difficult, causing slower responses and missed opportunities.
High inquiry volumes through website chat and email led to delays in responses, reducing customer satisfaction and increasing the risk of losing potential buyers.
With multiple support channels but no standardized workflow, customers often received inconsistent communication depending on the platform used.
The in-house team was unable to manage after-hours support effectively, leading to missed chats and unaddressed inquiries during peak international hours.
Without an integrated system for tracking tickets and responses, it was difficult to measure resolution times, agent performance, and customer satisfaction accurately.
For a luxury jewelry brand known for personal attention and trust, this inconsistency in customer experience risked damaging its reputation. The company needed a reliable offshore support team that could maintain responsiveness, professionalism, and brand tone across all communication channels.
The Solution
Dedicated Offshore Support Team
Xelvia Global deployed a skilled team of three customer support executives trained specifically in jewelry product knowledge, communication etiquette, and brand tone.
1
Unified Support System Integration
The team was onboarded to Zoho Desk, Shopify, and 8x8, enabling centralized query management across live chat, email, and web forms.
2
Structured Support Workflow
A clear three-tier escalation process was introduced—covering real-time chat response, email handling, and issue resolution tracking to ensure consistent service quality.
3
Real-Time Availability
Operating in US EST hours, the offshore support team managed all customer communications seamlessly, ensuring every inquiry received a timely and personalized response.
4
The Results
By partnering with Xelvia Global, ID Jewelry successfully elevated its customer support operations to world-class standards. The offshore team’s professionalism and speed allowed the brand to deliver premium experiences to its customers—reflecting the same precision and care found in every jewelry piece they create.
01
55% Higher Customer Satisfaction
Customer feedback scores improved significantly due to quicker responses, better resolution, and professional communication.
02
40% Faster Response Time
Average query response time dropped from 5 hours to less than 2 hours, ensuring instant engagement and higher conversion potential.
03
98% Resolution Rate within 24 Hours
A structured workflow and dedicated ticket tracking led to faster resolutions and stronger post-sale relationships.
04
35% Reduction in Email Backlog
The offshore support team efficiently managed daily incoming queries, reducing pending tickets and improving service turnaround time.
05
Enhanced Brand Reputation
With smoother customer interactions and consistent brand communication, ID Jewelry’s reputation for excellence was reinforced both online and offline.