Origin USA produces 100% American-made gear and apparel, embracing a dirt-to-shirt mission that revives domestic craftsmanship. As the company scaled, it needed a trusted outsourcing partner to enhance customer support and navigate its rapid growth.

The Challenge

Scaling Support for Peak Demand

Origin’s internal team was overwhelmed by a massive backlog of customer service tickets. First response times reached six weeks, leading to customer frustration and reputational risk.

Navigating a High-Volume Holiday Rush

Black Friday and Cyber Monday account for a significant portion of Origin’s annual revenue, but surging demand also led to operational bottlenecks. Customers flooded support channels with pre-sale questions, order inquiries, and return requests. Without an efficient system, the backlog carried well into the new year.

A Major Tech Shift

Origin transitioned from Shopify + Salesloft to Gorgias + Loop, requiring a strategic approach to optimize workflows and ensure smooth customer interactions.

The Solution

Comprehensive Customer Support Management

Origin partnered with SupportNinja to deploy a dedicated support team that could seamlessly integrate into operations and handle peak-season demand.

1. Strategic Phased Approach

SupportNinja implemented a three-phase customer support model to efficiently manage Black Friday and Cyber Monday demand:
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• Phase 1: Black Friday / Cyber Monday blitz to handle high-volume sales inquiries
• Phase 2: Pre-fulfillment & shipping support to manage “Where is my order?” (WISMO) requests
• Phase 3: Post-holiday support, focusing on exchanges and returns

2. Optimized Training & Seamless Onboarding

SupportNinja collaborated with Origin to redesign employee onboarding and training:

• Streamlined the onboarding process from five weeks to two
• Developed a structured training model to align with Origin’s evolving tech stack

3. Enhanced Support Efficiency

SupportNinja’s real-time feedback loop helped Origin optimize processes, ensuring continuous improvement in service delivery.

The Results

Performance Benchmarks

• Response times improved from six weeks to under an hour
• Post-holiday inquiries resolved within four hours, maintaining exceptional customer satisfaction
• Support team exceeded ticket-handling expectations, with some agents handling double the projected workload

Scalable, High-Impact CX

• Seamless tech transition to Gorgias and Loop without disruptions
• Proactive engagement strategies reduced customer frustrations and improved retention
• Support team integrated fully with Origin’s operations, enhancing collaboration across teams

A Culture of Partnership & Performance

Beyond metrics, SupportNinja became an extension of the Origin team, driving efficiency while maintaining a collaborative, people-first culture.

Stronger SOPs & Knowledge Management

To ensure long-term success, SupportNinja helped centralize SOPs using Confluence, creating a scalable knowledge base for both in-house and outsourced teams.

Handling Unexpected Challenges

During the peak season, unexpected disruptions — such as inventory shortages and shipping delays — posed major challenges. SupportNinja’s proactive communication strategy ensured customers were informed and expectations were managed effectively.

Leo Lafaialii
Senior Manager, Customer Experience Team, Origin USA
“The Ninjas absolutely blitzed this thing. Their performance is way higher than some of our internal teams. I am so proud of what they’ve done. Our success is based on this Ninja foundation.”

Conclusion

SupportNinja’s customer experience outsourcing solutions transformed Origin USA’s customer experience operations. By reducing response times, scaling support, and optimizing workflows, SupportNinja empowered Origin to focus on growth while maintaining its reputation for exceptional customer service.

Ready to Scale Your Customer Experience?

Discover how SupportNinja can help your business deliver seamless, scalable support — even during peak seasons. Let’s talk.