.webp)
Most brands treat customer service as a necessary evil: a cost center that exists to put out fires and process returns. Boston Proper saw something different: an untapped revenue channel hiding in plain sight. Their customer service team now generates six figures monthly, not through aggressive upselling, but by fundamentally rethinking what a support interaction should accomplish. The result? Agents who drive revenue while maintaining 94% CSAT prove you don't have to choose between satisfaction and sales.
The shift required ditching the traditional playbook entirely. Instead of training agents to follow scripts and push products, Compass helped Boston Proper train agents to think like stylists: to understand customer preferences, make relevant suggestions, and turn routine inquiries into genuine consultations. When a customer calls about a delayed order, they leave with both a solution and a recommendation for their next purchase. When the conversation feels helpful rather than transactional, customers don't just tolerate the pitch; they welcome it.
Read the full case study to see how Boston Proper turned every support interaction into a profit opportunity while supporting the metrics that matter.
