As DTC brands grow up, customer service becomes a bigger headache

For young companies like Rent the Runway, success has brought about some pain. Because of a marked increase in demand, the clothing rental company has had difficulties with both its warehouse technology and keeping up with stock. It even sent out an email to customers saying bluntly “We’re Sorry” and promising to bulk up its customer service staff, according to the Wall Street Journal.
Growing digitally-native retail brands are often faced with the realization that the way to maintain their reputation with customers is through good and consistent customer service. Many of these startups — including Rent the Runway — rely on software layers to help alleviate the pressure. Customer service has been around since the dawn of business, but the need for a centralized and cohesive strategy is especially acute for growing DTC brands, which prop themselves up on direct relationships with customers. Read more…