Sales & Support Team Augmentation

Built an augmented sales and support operation for an Australian grocery and beverage business, improving coverage, handover, and customer communication.

The Challenge

An Australian e-commerce company was struggling with customer service delays and missed sales opportunities due to limited support hours. They needed to expand their support team to provide 24/7 coverage without the high costs of local hiring. The company was experiencing rapid growth in their customer base, but their support infrastructure couldn't keep up. Customer satisfaction scores were declining due to long wait times, and sales were being lost because potential customers couldn't get timely responses to their inquiries. They needed a solution that could scale quickly, maintain quality standards, and operate efficiently across multiple time zones.

The Solution

Augmex deployed a sales and support team trained in the company's products and customer service standards. The operating model covered phone, email, chat, and social channels, supported by a knowledge base, ticketing workflow, quality checks, and structured shift handovers. Regular communication with the Australian management team kept the augmented team aligned on priorities, customer feedback, and performance expectations.

How the Project Was Delivered

30+ Sales Support Agents + 2 Full Stack Developers + 1 Project Manager. 3 weeks training, fully operational in 4 weeks. 13 months ongoing.

Technology: Zendesk, Salesforce, HubSpot, LiveChat, Slack

The Results

  • Extended Coverage: Support coverage expanded across more customer channels and time windows
  • Improved Response Flow: Ticketing, knowledge-base, and handover processes reduced missed follow-ups
  • Structured Lead Handling: Sales enquiries moved through a clearer follow-up process
  • Augmented Team Model: Remote support capacity added without rebuilding the internal team

What the Client Said

The Augmex team has been instrumental in improving our customer experience. They understand our brand, follow our process, and bring useful feedback from customer conversations back to our team. What impressed us most was how quickly they became part of the way we operate.