Driving a 64% Sales Increase and Enhanced Brand Loyalty Through Multichannel Support

The Client

Gaming & Sports Accessories Brand – Specializing in Mice, Keyboards, and More

Our client is a fast-growing brand offering performance-driven gaming gear, including ergonomic chairs, RGB mechanical keyboards, precision gaming mice, wired and wireless headsets, and console controllers. With a diverse inventory of over 100,000 SKUs, the brand was already selling through its website and wanted to expand its presence across Amazon, Walmart, and eBay.

Project Challenges

Centralized Control Across Multiple Marketplaces

The client approached us for support with multichannel marketplace management to scale their sales and product visibility across multiple marketplaces. However, the project presented some key operational challenges:

  • The product line featured a diverse range of gaming accessories, with regular updates to models and technical specifications. These included enhanced sensors in mice, upgraded audio features in headsets, and new switch types in keyboards, making listing and inventory management more complex.
  • The client required a unified presentation of their products to enhance brand identity and prevent customer confusion. Disparities in pricing or stock status across the marketplace could result in lost sales and negative reviews. This makes synchronized updates critical to their multichannel strategy.
  • The client frequently ran limited-time deals and seasonal promotions that required rapid updates to listings, pricing, and inventory across all marketplaces. Delays in execution could result in missed sales opportunities, low campaign visibility, or customer dissatisfaction, demanding a highly responsive and agile operations team.
  • There were inconsistencies in product details, including titles, descriptions, pricing, and images, across marketplaces such as Amazon, Walmart, eBay, and the client’s website. These inconsistencies caused customer confusion and increased the risk of errors, making catalog alignment across channels a key priority.
  • The product images needed professional editing to maintain visual consistency and enhance visual appeal. Without proper retouching, listings risked being rejected or underperforming due to poor visual quality.
  • The client needed a centralized system to monitor order status, manage return requests, and respond promptly to customer inquiries across multiple marketplaces. Without real-time visibility, they experienced delays in fulfillment, higher return rates, and slower response times, which negatively impacted customer satisfaction and overall operational efficiency.
  • The client wanted to outsource ecommerce customer support while maintaining brand tone and responsiveness.

Our Solution

Solutions Offered

To meet the client’s growth goals, we deployed a dedicated team of 6 experts, providing a complete suite of marketplace management services including product listing, image editing, order tracking, catalog management, and post-sales customer communication. These are the key solutions we provided:

Product Listing

Our team created, updated, and optimized over 100,000 listings for Amazon, Walmart, and eBay. Using the client’s internal data, we updated product information across all channels while applying multichannel product listing best practices to maintain consistency in content, specifications, and SEO-optimized titles and descriptions. We also managed seasonal product additions that were aligned with promotional campaigns.

Product Photo Editing

A dedicated image editor retouched product images to meet resolution standards and ensure compliance with product image guidelines across all marketplaces. Through our product photo editing service, we enhanced the visual appeal of listings while maintaining brand consistency across platforms.

Catalog Management

By synchronizing inventory, specifications, and pricing across all marketplaces, our catalog management service helped the client reduce listing errors significantly and cut update time in half.

Order Processing & Customer Support

We implemented a seamless ecommerce order processing service that synced with each marketplace’s order tracking system. Our team monitored all post-purchase stages, handled customer queries promptly, resolved issues efficiently, and consistently met Service Level Agreement (SLA) requirements. Outsourcing ecommerce customer support helped the client ensure faster response times and improved buyer satisfaction.

Reporting & Quality Control

To uphold the highest quality standards, our team introduced rigorous QA protocols to review changes across the live website and marketplaces, effectively preventing product data errors from reaching customers.

Project Outcomes

64% Increase in Sales

With consistent catalog updates, strategic product placements, and well-optimized listings, the client saw increased sales with a multichannel ecommerce strategy, especially during holiday seasons.

Long-Term Engagement Secured

Following the success of the initial phase, the client signed a year-long contract extension for complete multichannel marketplace management.

Better Reviews, Fewer Complaints

With streamlined support and faster resolution time, customer complaints dropped by 62%, and the brand saw a 52% increase in 5-star reviews.

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