Company: Honeylove, Los Angeles, CA
Company Description: Honeylove is a venture-backed DTC startup founded by EDM artist Betsie Larkin. After searching high and low for quality shapewear that made her feel confident on stage, Betsie decided to create her own line of stage-worthy shapewear and launched publicly in 2018. Since then, Honeylove has expanded to tops, bras, and many other garments that have set new standards in their verticals.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Retail
 Nomination Title: Honeylove
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated department, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated department: its history and past performance (up to 200 words):
Total 172 words used.
In 2018, renowned EDM artist Betsie Larkin took the stage not with a song, but with a vision - to redefine shapewear for women everywhere. Disrupting the shapewear industry with its designs, Honeylove's garments have become synonymous with comfort, innovation, and style. But Honeylove isn’t just about products; it’s about people. Our commitment to both customer and employee satisfaction is at the heart of everything we do. In just six years, we’ve experienced remarkable growth [REDACTED FOR PUBLICATION]
This rapid expansion has naturally led to an increase in customer interactions. Yet, despite the challenges, our Customer Experience team has consistently outperformed industry standards, closing 2024 with an impressive overall Customer Satisfaction (CSAT) rating of 92%. Our approach is deeply data-driven, enabling us to anticipate and address customer needs with precision, while fostering a team culture rooted in growth, satisfaction, and care. A delicate balance of efficiency, automations, and personal touch is the cornerstone of our success.
- Outline the department's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 247 words used.
On top of our exceptional 92% CSAT score in 2024, we closed out the year with a blended Service Level Agreement (SLA) of 89%, despite periods of extreme volume peaks. We were able to pull this off by leveraging dynamic automations and a strategic data driven approach to staffing. From our early days without any automations, we wrapped up 2024 with an impressive 44% full automation rate across key channels like email, chat, and phone, with channels like chat sometimes reaching 85% automation rate. Striking a balance between the latest technology with a human touch not only allows us to scale effectively without compromising on quality, it also ensures our team will not get burnt out during our busiest seasons, so they can help each customer with enthusiasm!
At Honeylove, we believe that high ESAT and CSAT scores go hand in hand. In 2024 we saw an average employee satisfaction (ESAT) score of 89%. By ensuring our team feels valued and supported, we empower them to deliver exceptional service to our customers. We’ve prioritized employee retention, promoting from within and fostering career growth within the Customer Experience Department. Several team members have transitioned to other departments within Honeylove as well, proving that CX is a conduit for talent to thrive in various areas of the company. Our commitment to building long-term relationships with our employees has resulted in a cohesive, motivated team that continues to deliver above-industry standards. It’s simple: when employees are happy, customers are, too.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 237 words used.
The supporting materials included in this nomination demonstrate Honeylove’s commitment to providing exceptional customer service while maintaining industry leadership and fostering a thriving team culture. Each attachment highlights the innovation, dedication, and impact of our Customer Experience department:
CSAT Chart (Slide 3): Month-over-month data since July 2022, showing an average score of 94.40%, never dipping below 90%, even during volume surges.
Ticket Volume Chart (Slide 4): Highlights extraordinary ticket volume growth from 2023 to 2024.
Blended SLA Chart (Slide 5): Consistent service levels above 80%, achieved through strategic staffing and automation.
ESAT Chart (Slide 6): Reflects a happy, resilient team with scores consistently in the high 80s, even during rapid growth.
Automation Rate Chart (Slide 7): Demonstrates how automation enhances efficiency while maintaining high SLA and satisfaction metrics.
[REDACTED FOR PUBLICATION]
Love Notes (Slides 12-15): Weekly testimonials celebrating heartfelt customer feedback and team impact.
Above and Beyond (Slides 17-20): Our monthly recognition award we give to an agent who had a remarkable customer interaction, and comes with a bonus on their next paycheck.
Bridal Box (Slide 22): Personalized gestures for our customers, such as gifting brides-to-be.
Cancer Recovery Support (Slide 23): Screenshots of team meetings showcasing support for cancer survivors with free garments.
Quarterly Team Events (Slides 25-28): Fun photos capturing our quarterly team-building activities!
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the department's past performance (up to 250 words):
Total 249 words used.
Honeylove stands out for our customer ratings and employee satisfaction when comparing our performance to other players in the industry. Our BBB 4.54 star rating outpaces industry giants like Skims (1.1 stars) and ThirdLove (1.04 stars)[REDACTED FOR PUBLICATION]. On Glassdoor, we boast a rating of 4.4 stars, which also surpasses Skims (3.4 stars), and ThirdLove (3.1 stars)[REDACTED FOR PUBLICATION].
What truly makes Honeylove unique is our blend of innovation, personalization, and empathy. We surprise customers with impromptu bridal boxes, where we send a thoughtful assortment of Honeylove garments, our team's favorite recipes, and bridal accessories to make their special day even more memorable. When customers share that they’re dealing with cancer or recovering from surgery, our agents are empowered to send out gifts or process refunds as a courtesy, providing a little relief during difficult times. We’re continuously adding initiatives like these to ensure our customers feel appreciated and special!
Our “Above and Beyond” recognition program highlights one remarkable customer interaction per month and comes with a bonus to the agent. We also share weekly "Love Notes" during team meetings so everyone can see the impact our agents have on customer lifetime value (LTV). To further foster connection within our diverse, remote team, we host quarterly virtual team events and send quarterly gifts, such as Honeylove swag, snack boxes, and gift cards. These initiatives intend to make our Agents feel valued and motivated to make every customer interaction special.
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