Customer Stories
How a Leading DIY Activity Kit Brand Reinvented Seasonal Support With Sirius’s Flexible Human-Centric Model
Dec 12, 2025
A fast-growing U.S. retailer known for its popular DIY kits and educational activity products faced a recurring challenge: seasonal volume spikes that overwhelmed their internal support operations. During busy holiday periods, customers needed fast, empathetic help with orders, billing, returns, and deliveries - yet maintaining a full-time team year-round wasn’t practical or cost-effective.
The company needed flexibility, emotional intelligence, and reliable coverage during peak demand.
They turned to Sirius Support in December 2021 to build a scalable, human-powered support model that could expand instantly - without the burden of hiring or managing additional staff.
The Challenge: High-Emotion Interactions During Seasonal Surges
The brand’s products are often purchased as gifts, educational tools, and family activities. This meant customer inquiries frequently carried more emotion than typical retail requests—especially during the holiday rush.
Their operational challenges included:
A sharp increase in ticket volume during seasonal shopping periods
Customer expectations for fast resolutions and compassionate communication
Order tracking, delivery issues, and return requests that needed human understanding
Limited internal capacity to respond quickly across weekends and peak days
The operational cost of maintaining year-round staffing for short-term surges
The company needed a seasonal support model grounded in empathy, flexibility, and cost efficiency.
The Sirius Solution: Elastic, Consumption-Based Human Support
Sirius deployed a consumption-based support model designed to flex with the company’s seasonal patterns. Key elements included:
✓ Dedicated human agents trained in brand voice and product expertise
Ensuring every interaction was warm, knowledgeable, and aligned with customer expectations.
✓ Volume-based pricing to eliminate staffing waste
The brand only paid for the actual support consumed—no idle costs during off-season.
✓ Flexible scheduling across low-volume days and weekends
Providing 7-day stability when customers needed it most.
✓ Fast ramp-up for peak seasons
Agents trained and deployed with as little as one day’s notice for unexpected spikes.
From order corrections to returns to delivery issues, Sirius agents handled emotionally sensitive cases with care, preserving the brand’s reputation during the most critical shopping months.
Immediate Impact: Faster Response & Higher Customer Loyalty
With Sirius managing seasonal and ongoing support, the brand achieved:
✓ Over 90% Customer Satisfaction (CSAT)
Customers consistently rated their experience as thoughtful and helpful.
✓ 97% of requests handled within service level (SLA)
Significantly reduced wait times - even during the busiest weeks of the year.
✓ Reliable coverage during all seasonal peaks
Ensuring no disruption during key retail cycles.
By blending Sirius’s human touch with consumption-based efficiency, the company maintained loyalty while keeping operational costs tightly aligned with real demand.
Long-Term Value: A Strategic Extension of the Customer Success Team
What began as a seasonal solution evolved into a core component of the company’s customer experience strategy. Today, Sirius provides:
Daily customer support across multiple interaction types
Scalable staffing for predictable and unexpected spikes
Weekend and low-volume coverage
Enhanced reporting and insights on product performance, empowering the company to provide detailed feedback to suppliers
A consistent, empathetic customer experience that maintains brand trust
Sirius has become an embedded partner - ensuring every customer, parent, and gift-giver receives the attention and reassurance they expect.
Why Sirius Support Made the Difference
This customer story demonstrates several Sirius strengths:
✓ Elastic Support for Seasonal Businesses
Scale up instantly; scale down without penalty.
✓ Pay-When-Used Cost Structure
A consumption-based model that keeps budgets aligned with real volume.
✓ Human + AI Innovation
Human empathy where it matters; AI-enabled efficiency where possible.
✓ Fast Deployment and Operational Integration
Agents become an extension of the core customer success team.
✓ Industry-Leading Service Performance
High CSAT, fast response times, and consistent quality.
Conclusion
With Sirius Support, this DIY activity kit brand was able to transform seasonal chaos into predictable, high-quality service. By combining flexible staffing, emotionally attuned agents, and consumption-based pricing, the company now delivers a seamless customer experience - even at the height of peak shopping.
Sirius continues to power their seasonal and year-round customer operations - ensuring customers get thoughtful, reliable support whenever they need it most.