case study

Bondi Sands achieves flexible customer support and social media management success

bondi sands
Bondi Sands achieves flexible customer support and social media management success

    The company

    Bondi Sands is a self-tan, suncare and skincare brand owned and made in Australia.

    The challenge

    Bondi Sands needed support managing its customer service queries while also improving its social media presence across various platforms. The key was to find a flexible solution that could be adjusted to meet peak and non-peak periods of demand.

    Our solution

    Bondi Sands partnered with MicroSourcing to establish a team of two full-time customer service representatives that were responsible for answering ticket and email enquiries. These tasks can be extremely time-consuming and so offshoring them allowed their local team to reinvest their time into other key focus areas of the business.

    Across a two-year period, they hired four fixed-term full-time affiliate influencer marketing specialists. These offshore employees helped with lead generation, endorsement deals and nurtured communication with influencers within their target audience to improve their market reach.

    “MicroSourcing is a company that values and looks after their employees which is so nice to see and be part of. They’re always available to help me out with any questions or help I need.”

     

    Milly Richards

    Customer success manager

    The results

    Today, Bondi Sands has a total of four full-time outsourced employees: two customer service representatives and two social media marketers. The success of the four fixed-term employees led to the introduction of the two social media marketers who are responsible for managing, monitoring and maintaining social media platforms.

    One major challenge with running big marketing campaigns is the 24/7, ‘always on’ nature of social media. Customers expect fast response times, often with little regard for local business hours. The addition of two social media marketers ensures Bondi Sands’ customers are well looked after, 24 hours a day, without placing extra pressure on their local team.

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