Inevitable Agency

From IA to CSM: Celebrating Chelsea Wilkinson Next Chapter! 🎉🎉🎉 From day one, Chelsea came in hungry to grow and boy oh boy, did she deliver! With zero experience in the space, her only goal was to “be the best I possibly could and challenge myself.” This mindset carried her from an internal support role to officially becoming the Customer Success Manager for  BRẼZ. 🙌 It wasn’t always easy navigating platforms, learning to speak with CEOs, and quickly developing soft skills. But Chelsea didn’t back down. As she puts it: “I never wanted to learn just one thing. It was all the things.” The most rewarding part of the journey?  “Providing my son and father the life he deserves and training agents from A-Z and watching them thrive.” Her advice for others starting out as a VA and dreaming of leadership?  “Don’t stop speaking up whether you need help or you're standing behind data that proves your point.” And how does she feel now that she's officially the CSM for BRẼZ?  “So grateful. I went from wondering if I’d have to live in my car… to stepping into management, from one great team to another. The reality hasn’t totally hit, but I know this wouldn’t be possible without everyone at IA who believed in me.” Chelsea, your journey is a reminder of what resilience, purpose, and grit can do. We’re so proud of you and can’t wait to see where you take this next chapter! 👏👏👏

CX POV: "I opened a support email and expected the usual 'Customer Service Rep.' Instead, I got a wonderfully empathetic and above and beyond resolution immediately, I was grinning at my screen—proof that a tiny word can flip your mood. One upbeat label brightened my Tuesday. Smiles travel. I’m still talking about it—and now you’re reading about it.“ We love these kinds of agent shout-outs, and this one made us smile! 😊 Moments like this highlight the care, empathy, and thoughtfulness our agents bring to every single interaction. What makes it even better? This isn’t by accident; we train for this. From empathy to tone, our team is coached to create meaningful, trust-building conversations, not just resolve tickets. Kudos to all the Customer Service Reps who go above and beyond each day and make every interaction count. You make us proud! 💛 🙌

POV: “We’re pulling the IA agents out of the inbox.” One week later: “Can we bring them back?” 😅 Behind the scenes, our agents stay committed to growth, training, refining their craft, and showing up with excellence day after day 🙌 Our goal isn’t to make you rely on us forever. It’s to set you up for success, so your inbox runs smoothly no matter who's clocking in. Ours just happen to be the best. 😉

As someone deeply embedded in all things Customer Experience, but not directly on the brand side, I think I can safely say that Supply Chain Management is one of the biggest logistical hurdles brands face. So, what happens when things just aren’t working? Recently, one of our biggest clients decided to make a bold move. Completely switching their 3PL. It was like flipping a switch: fulfillment stopped at one warehouse and began at another, seemingly overnight. While the transition was swift, it didn’t happen without a lot of prep behind the scenes to ensure the new 3PL was ready… and so was the support team. New SOPs were developed, training sessions were held, invites were sent, and live support was available to troubleshoot anything that might go wrong. But that’s not all! The change in fulfillment also gave us the chance to fine-tune return procedures, which meant updating macros, FAQs, and chatbot responses to ensure everything stayed smooth for customers. It can be overwhelming thinking about all the steps required to make a change in something as big as Supply Chain Management. Inevitable Agency came in clutch for this client; we had everything covered outside of operations. The team was prepared, customers were informed, and the transition went off without a hitch. Change can feel daunting, but it’s also a chance to evolve and improve. Don’t let the fear of stepping into the unknown stop you from delivering the best experience for your customers and your team! You don’t have to figure it all out alone. If you need a partner who can handle the customer side while you focus on operations, we’ve got you!

How We Work: Behind the Scenes Ever wonder what goes on behind the scenes to keep our clients winning and our agents shining? Here’s a quick peek into one of our recent internal huddles where the laughs are real 😂 , feedback is flowing, and the collaboration is 🔥 From mock audits to live feedback sessions, we’re big believers in growing together. Whether it’s finding smarter ways to support customers, tightening our workflows, or simply learning from each other, every moment like this builds the backbone of the work we do. Grateful for a team that shows up, supports, and stretches each other even when someone (👀 Ted) accidentally joins as a table 😄

Behind every win is a world-class support team. This week, we're shining a light on the heart behind the help. Client wins don’t happen by chance; they happen because of people like Chelsea Wilkinson. She contributed by being on the tickets herself and personally testing our new processes on replacements and exchanges and reporting back to me on customer sentiment, so we could pivot where needed. Big shoutout to Chelsea for showing up with both competence and compassion. It’s people like you who make the real impact. 🙌

Just wrapped up a huge win with the team BRĒZ and I’m too proud not to share it. We helped decrease refunds and replacements from 4.57% to just 1.54% of sales, while also increasing CSAT from 4.46 to 4.77. How’d we do it? We didn’t just patch holes—we rewrote the playbook: • Rebuilt escalation and replacement procedures with a focus on prevention first • Trained the support team on resolving with empathy and protecting revenue • Used customer feedback to tighten gaps before they became issues The key? Balancing customer love with financial stewardship. You can take excellent care of your customers and still retain revenue. You just need the right systems—and a team that knows how to work them. If you’re scaling a support team and want to turn your inbox into a profit center, let’s talk. 💬

Just wrapped up a huge win with the team BRĒZ and I’m too proud not to share it. We helped decrease refunds and replacements from 4.57% to just 1.54% of sales, while also increasing CSAT from 4.46 to 4.77. How’d we do it? We didn’t just patch holes—we rewrote the playbook: • Rebuilt escalation and replacement procedures with a focus on prevention first • Trained the support team on resolving with empathy and protecting revenue • Used customer feedback to tighten gaps before they became issues The key? Balancing customer love with financial stewardship. You can take excellent care of your customers and still retain revenue. You just need the right systems—and a team that knows how to work them. If you’re scaling a support team and want to turn your inbox into a profit center, let’s talk. 💬

Customer experience isn’t just a department, it’s the heartbeat of every successful brand. When done right, it builds loyalty, trust, and lifelong relationships 🙌 Let’s talk about what this could look like for your brand. For more information, email zoe@inevitableagency.co

Shop w/ me and my CX brain LIVE this time! Join me on Friday 🥳 Since doing a CX Audit live at an ecomm conference and having the audience interact and eagerly participate, I've been wanting to lean more into interactive content! Thanks to Gorgias for sponsoring this event 🤩