The sale is won. The relationship isn’t.
We transform the customer experience, and the back office that supports it, for consumer brands and D2C businesses, protecting the brand equity.
Managing our consumer experience is complex. The communications and clarity we now get are taking that complexity away. Through a simplified, harmonized approach, Firstsource has created a solution with a consistent methodology and real benefits at its core."
WHY THIS MATTERS
Three pressures unique to consumer brand CX
Returns cost, D2C scale pressure, and the NPS gap between CX leaders and laggards are all direct P&L risks for consumer brand COOs and CFOs in 2026.
TECHNICAL RETURNS COST
68%
of consumer electronics returns can fall into “no trouble found” or non-defective categories, meaning many returns are driven by confusion, setup friction, or support gaps.
Accenture, A Returning Problem: Reducing the Quantity and Cost of Product Returns in Consumer Electronics, July 2019.
D2C MARKET SCALE
$684.4B
global direct-to-consumer market value in 2025, showing the commercial scale behind brand-direct retail models.
IMARC Group, Direct-to-Consumer Market Size, Share & Trends 2034
NPS GAP
50+
A strong consumer-brand NPS is typically 50 or higher, while the average B2C score sits closer to 30–40.
CustomerGauge, Consumer NPS Benchmarks: 28 Top B2C Scores for 2025, April 2026
PROVEN OUTCOMES
Consumer brands keep winning under pressure
Drawn from live consumer brand engagements — NPS, Trustpilot, contact volume, and cost.
+13
NPS points improvement
A global consumer electronics manufacturer saw NPS improve through structured contact driver analysis and frontline process redesign.
80%
reduction in contact volume
Achieved through a structured data-driven process redesign. Cost tracked to 68% of budget across a nine-language European operation.
4.4
Trustpilot score achieved
A global home appliances brand lifted Trustpilot scores across its UK and European portfolio under Firstsource management.
91%
first-contact resolution
For a global consumer electronics brand after a process redesign that moved lost-in-transit resolution to frontline, eliminating specialist escalation queue.
SOLUTIONS DEeP DIVE
Consumer brands don't fail at acquisition. They fail after it.
Solutions that target a specific post-purchase pressure point, from technical support to reputation management
Technical and product support
Specialist technical support across channels for consumer electronics, smart home devices, power tools, and appliances. A consumer brand’s contact volume reduced 80% through symptom-based resolution and product knowledge programs.
Customer service and loyalty
Post-purchase CX that protects brand equity and builds long-term customer value — returns, refunds, warranty management, and loyalty operations aligned to brand standards across all channels.
D2C customer operations
End-to-end post-purchase support for D2C-native businesses: order management, subscription support, and retention operations delivered at the scale D2C volume demands.
Multilingual CX delivery
Customer support across 9 languages for European and global markets — brand-aligned, quality-audited, and integrated into brand backend systems. Live on a consumer appliances and lifestyle brand across UK, Germany, France, and North America.
Trustpilot and reputation management
Review platform management, CSAT measurement, and customer sentiment programs, lifting a home essentials company on Trustpilot across 4 appliance brands.
Returns and warranty management
Returns, refund, and warranty handling integrated into brand systems, reducing the $30–$65 per-return cost through better first-contact resolution and targeted intervention at point of contact.
Data services for consumer brands
Contact reason analysis, product issue identification, and Voice of Customer intelligence flowing back to product, marketing, and operations teams, closing the loop between customer feedback and product improvement.
Video-assisted support
A digital beauty and personal care brand video support allowing customers to show their product issue via smartphone, reducing unnecessary returns by resolving installation and functionality issues on first contact.
CLIENT SPOTLIGHT
NPS improvement for consumer electronics manufacturer
Contacts down 80% for a global consumer electronics manufacturer in six months.
A global consumer electronics manufacturer needed to address rising contact volumes and poor NPS across its European customer operation, spanning UK, Germany, and France. NPS sat at 31% and FCR at 61% when the program began.
We deployed a structured data analysis program to identify and redesign the core failure processes. Over six months, FCR rose to 91%, NPS improved, contact volume fell by 80%, and cost tracked to 68% of budget across a nine-language, multi-geography operation.
We deployed a structured data analysis program to identify and redesign the core failure processes. Over six months, FCR rose to 91%, NPS improved, contact volume fell by 80%, and cost tracked to 68% of budget across a nine-language, multi-geography operation.
NPS +13
in 6 MONTHS
Capabilities deep dive
The same capabilities, behind every engagement we run
From technical support and reputation management to multilingual delivery, these services come standard across every consumer brand program.
Resolve the technical issue before it becomes a return
Firstsource runs specialist technical support across voice, email, chat, and video for consumer electronics, smart home devices, power tools, and appliances integrating symptom-based troubleshooting with product knowledge programs that keep advisors ahead of the product catalog.
Post-purchase CX that protects what the product built
Firstsource manages post-purchase customer operations for consumer brands — returns, refunds, warranty claims, loyalty program operations, and brand-aligned multichannel support across voice, email, chat, and WhatsApp.
Every contact is a product insight waiting to be used
Firstsource structures consumer brand contact data into commercial intelligence — identifying product failure patterns, return drivers, and NPS gaps before they compound.
- Contact reason analysis
- Product issue identification
- Trustpilot and review management
- NPS and CSAT programs
- Predictive contact volume modelling
- Insight-to-manufacturer reporting
The technology stack built for consumer brand complexity
Firstsource architects and deploys the CRM, help center, and digital infrastructure that consumer brand operations require, including Zendesk builds, chatbot implementation, and API integrations into brand backend systems.
Nine languages. One quality standard across all markets
Firstsource operates multilingual customer support for consumer brands across UK, European, and North American markets with brand-aligned quality frameworks, product knowledge, and cultural training applied consistently across every language team.
- English, German, French, Dutch
- Multi-market quality frameworks
- Brand and product immersion
- Multilingual SLA management
- AHT reduction program
- Market-specific escalation handling
One interaction to resolve; no internal handoffs
Firstsource integrates returns processing, refund workflows, warranty management, and order management directly into consumer brand backend systems so advisors resolve at first contact without escalation. The same integration model applies to any consumer brand with a multi-product, multi-market returns and warranty operation.
PROOF OF DELIVERY
Consumer brand outcomes, measured where it matters
Distinct engagements, distinct metrics, all drawn from live consumer brand operations.
97%
multilingual digital SLA
A global home appliances brand achieved 97% multilingual digital SLA in Q2 2023, sustained across English, German, French, and Dutch markets.
FCR 91%
first-contact resolution
A global consumer electronics manufacturer rose to 91% FCR over 4 months following a lost-in-transit process redesign that moved resolution to the frontline.
86.4%
voice CSAT score
A premium luxury beauty retailer maintained an 80% overall CSAT. Voice interactions consistently scoring 86.4% (the highest) performing channel across the program.
TESTIMONIAL
Operators who changed how they run retail
We have come so far in this time and it's really down to all of your hard work. It's also worth pointing out that our competitors didn't make it onto any of the lists below. Thank you to everyone who has been involved in this journey of transformation.
You took over a significant backlog with zero experience of our business, right at the start of Retail Peak and Black Friday. You took control, spoke to customers without them having to wait. Being there for customers made a massive difference, taking us to a whole new level.
Managing our consumer experience is complex. The communications and the clarity we get from [Firstsource] is taking that complexity away. Through a simplified, harmonized approach, they have created a solution with a consistent methodology showing real benefits at its core.
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
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Contact Us
A technical query that goes unresolved becomes a return
Tell us where the post-purchase operation is losing ground. We will show you what changes in the first 90 days.
- Diagnosed by operators who run technical support and post-purchase CX at volume, and not advisors who model it from the outside.
- Built around your product catalog, language footprint, and contact driver profile, and not a generic BPO playbook.
- Outcome accountability built in — NPS, FCR, and Trustpilot movement are the deliverables, not headcount deployed.