Updated : Mar 4, 2024
8 Mins Read

The Power of Customer Support for DTC Brands: A Key to Success in 2024

Reviewed By :

Drashti bhadesiya
benefits of chatbots

The Power of Customer Support for DTC Brands: A Key to Success in 2024

Customer Support Software That covers all Your Business needs

  • Ai Assist
  • Ai Inbox + Helpdesk
  • Live Chat
  • Ai Chatbot
  • Automations
  • Knowledge Base
  • Shared Inbox
Table of content

DTC brand (direct-to-consumer brands) is now looking to provide the best customer experience to give them a personalised customer service experience. There are several reasons why D2C is now keen on providing quality customer service to maintain customer relationships! Let’s know the overview for the reasons that are established to maintain the customer’s lifetime value!

  • It helps in generating deeper insights based on customers.
  • Helps in control over the customer experience.
  • Differentiate the proposition to customer journey for customer support.
  • End-to-end conversation between the customer service agent and customers.
  • Customer retention becomes easier through authentic connections with customers.

Earlier, so many ecommerce businesses made the marketing strategy that helped them in uplifting their entire customer range. In the Covid, brands are quickly switching to digital channels where customers’ expectations towards successful DTC brands are raised for exceptional customer services. Effective DTC brands always considered their customers which helped them in raising the business by expressing and setting expectations. Direct-to-consumer brands are now moving forward to keep customers’ conversations seamless to establish better responses from ecommerce brands.

Dtc brands needs perfect customer support softwre

During the pandemic, many companies launched new direct-to-consumer models. Recently, PepsiCo and Kraft Heinz both launched new DTC model propositions. In the first quarter of 2020, Nike’s digital sales grew by 36 per cent, and it aims to increase its DTC sales from 30 per cent to 50 per cent in the next few years. “The accelerated consumer shift toward digital is here to stay,” said John Donahoe, Nike’s president and CEO since January 1. According to our consumer sentiment research, two-thirds of consumers plan to shop online after the outbreak.

The only anomaly is if the brands build deeply entrenched in an industry with little competition, high barriers to entry, and a large market share. Airlines, cable TV operators, and internet service providers are examples of such companies. Customer service quality has a significant impact on your business unless you are one of these companies.

Also read: How to Change WhatsApp to Business Account?

When you operate a Direct-to-Consumer (DTC) brand, it’s even more important. The barriers to entry are low and the level of competition is increasing. The brand and the relationship with the customer become the true differentiators. Traditional brands and traditional marketing come under the intermediary customer retention strategies.

Key Takeaway :

Proper customer support is essential for the success of Direct-to-Consumer (DTC) brands in 2024. DTC brands need to prioritize customer experience, collect first-party customer data, build trust and brand reputation, navigate the competitive DTC market, adapt to the evolving retail landscape, engage with Gen Z and tech-savvy consumers, and support growth and expansion.

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Customer relationships are owned by DTC Brands

Customer relationships are owned by dtc brands
Customer relationships are owned by DTC Brands

An individual who shopped in a traditional retail setting would visit a retailer or an e-commerce marketplace and choose their product from a variety of brands on offer. As a brand, you would not be notified when the purchase was made, but at a specified time interval. Additionally, you would not be able to identify the customer who purchased the product. Retailers and customers have a relationship.

Customer service in dtc brands

DTC is a bit different. It is unlikely that your customers will contact Walmart, Target, or Amazon if there is an issue with your product. Instead, they will contact your company directly. Returns and refunds are also included. As a result, there are more customer service requests and more pressure on the team.

This allows the company to create a tightly controlled and curated brand experience. Customer service plays a large role in this. Business models are curated mostly to understand the curacy of the customer’s information that D2C business models have been decided on and noted. One of the benefits of DTC is channels like social media where there is a maximum chance of attracting people and ultimately people.

Become a Successful DTC Brand with Customer Support

Well, as we have been knowing that every business is growing and expanding digitally, and the expectation of any customer is raised for a better customer support experience. For the digital customer experience, the main thing that customer expects from digital brands is quick and resourceful replies. When any brand continues to grow, it is because of the customer support that is provided to them.

The customer support software helps DTC brands to always keep their eyes on their customers no matter what because of its features! With certain features of the helpdesk support software, it becomes easier for DTC Companies to maintain customer loyalty and build a legacy.

What features are helpful in the customer support platform for D2C brands?

What features are helpful in the customer support platform for d2c brands?
What features are helpful in the customer support platform for D2C brands?

Several features help DTC Business to uplift their customer support much stronger! The customer base, that you create for your company becomes much larger than it is thought if there is a friendly welcoming of new customers along with keeping up with the new customers. Let’s get into some main features of helpdesk software.

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Live Chat

Dtc brands

Live chat helps in interacting with customers instantly for any queries and questions related to the brand or product queries. Can easily get in touch and have conversations. Gone are those days, when customers had to wait in a queue to get simple answers in return.

Knowledge Base

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Knowledge Base is a self-service platform where it helps customers to get any information they require in the form of articles, videos, guides or any other information that is needed right away.

Chatbot: No code chatbot builder

Chatbot helps customers to answer their queries with automation in the absence of any human support agent so that there are no customers that will be missed out.

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Advantages of Chatbot for DTC Brands:

  • Streamlined Customer Service: Instantly address common customer inquiries.
  • 24/7 Availability: Provide support around the clock, regardless of time zones.
  • Cost Savings: Reduce customer service staffing costs through automation.
  • Personalized Experience: Tailor interactions based on customer preferences.
  • Efficient Order Tracking: Quickly update customers on order status and delivery.
  • Sales Assistance: Recommend products and guide customers through the purchase process.
  • Data Collection: Gather valuable insights on customer behaviour and preferences.
  • Multilingual Support: Communicate with customers in their preferred language.
  • Cart Recovery: Remind customers of abandoned carts and encourage completion.
  • Scalability: Handle high volumes of customer interactions during peak periods.

Shared Inbox

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It is not always appropriate to share your email address credentials with your support agents and so the shared inbox is at the rescue! Simply add your support email address and let your teammates solve them without you sharing the mail credentials. 

Everything is under one roof!

When running a big business, it becomes hectic to handle everything from different applications or software. Helpdesk software helps in getting that under one roof where you do not need to toggle and shift your focus for juggling between every software you use!

The customer support for DTC brands becomes more powerful and yet it helps in letting you engage with your customers easily. 

Why do DTC brands need proper customer support?

Why do dtc brands need proper customer support?
Why do DTC brands need proper customer support?

Direct-to-consumer (DTC) brands, also known as digitally native brands, have revolutionized the shopping experience by selling products directly to consumers online. As the DTC space continues to grow, customer support has become a critical component of a successful DTC brand. Here’s why proper customer support is essential for top DTC brands:

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Enhancing the Overall Customer Experience:

  • DTC brands like Warby Parker and Allbirds prioritize the customer experience, from finding the right products to post-purchase support.
  • A positive shopping experience helps DTC brands build a loyal customer base and encourages repeat purchases.

Collecting First-Party Customer Data

  • DTC brands collect first-party customer data to better understand their consumers’ preferences and behaviours.
  • This data allows DTC businesses to personalize marketing efforts and tailor product offerings to meet customer needs.
    Building Trust and Brand Reputation
  • Proper customer support helps DTC brands establish trust with new customers and maintain a positive brand reputation.
  • Prompt and helpful customer service can turn a dissatisfied customer into a brand advocate.
    Navigating the Competitive DTC Market
  • The DTC market is highly competitive, with many DTC brands emerging in various sectors, including food and beverage, body care, and outdoor products.
  • Excellent customer support can differentiate a brand from its competitors and attract consumers looking for a seamless shopping experience.
    Adapting to the Evolving Retail Landscape
  • While DTC brands initially focused on selling directly to customers online, many have expanded to physical retail through brick-and-mortar stores and pop-up shops.
  • Consistent customer support across all channels is crucial for maintaining brand integrity and meeting customer expectations.
    Engaging with Gen Z and Tech-Savvy Consumers
  • DTC brands are using platforms like TikTok to connect with Gen Z and tech-savvy consumers.
  • Proper customer support, including social media responsiveness, is essential for engaging with this audience and fostering brand loyalty.
    Supporting Growth and Expansion
  • Many DTC brands experienced significant growth in 2022 and beyond, with some, like Bonobos and Stitch Fix, becoming key players in the DTC space.
  • As DTC brands scale, robust customer support systems are necessary to manage increased demand and ensure customer satisfaction.

In summary, proper customer support is a cornerstone of a successful DTC business model. It enhances the overall customer experience, builds trust, and supports the brand’s growth and expansion. Whether you’re looking to learn about top direct-to-consumer brands in 2022 or exploring emerging DTC brand examples, customer support should be a key consideration.

Also Read: How customer retention elevates your eCommerce store?


Having the best helpdesk support will be worth investing in with no regrets. This will help DTC brands to grow and stand up for their customers at any time of the day making their customers happier with the brand than ever before. Investing in the helpdesk that perfectly suits your brand can be one of the finest decisions that can be made.

Engage more with your customers to uplift your brand!

Gaurav Nagani
Gaurav Nagani
As Founder & CEO of Desku.io, Gaurav has made a distinct mark in the customer support and ai bot field. His commitment to AI-enhanced solutions and his industry experience have been instrumental in modernizing customer service.

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