Overview

True Classic, a fast-growing DTC apparel brand founded in 2019, is known for its relentless focus on efficiency, data-driven decisions, and customer experience. In just two years, the lean True Classic team (fewer than 50 people) scaled the business past nine figures in revenue by being “solution-agnostic” – open to any tool or partner that delivers on their core objectives. This case study explores how True Classic leveraged Corso’s Shipping Protection as a strategic partner to enhance customer satisfaction and add revenue, all while aligning with True Classic’s core decision principles.

The Challenge

Shipping issues like lost or damaged packages can erode customer trust and burden support teams. True Classic’s CEO, Ben Yahalom (aka Ben Diamond), bases decisions on a “Golden Triangle” principle: every solution should help get things better, faster, and for less . For a brand that constantly optimizes for efficiency and value, the challenge was finding a shipping protection service that could:

• Delight Customers: Provide a “concierge-level experience” for shoppers when deliveries go wrong, to protect the brand’s reputation and keep customers happy.
• Move at True Classic’s Speed: Implement quickly and resolve issues faster than an internal team could, without adding friction at checkout.
• Add Value, Not Overhead: Create additional revenue or savings and reduce the support load, without requiring a large in-house team or expensive custom tech.

True Classic is famously rigorous in vendor selection – they frequently switch partners if it means better performance or value, embodying their solution-agnostic mindset. Competitors were constantly courting their business, so any provider had to continually earn their keep to stay on board.

The Solution: Corso Shipping Protection

After evaluating options, True Classic partnered with Corso to handle shipping protection for their orders. Corso’s platform allows customers to add shipping protection at checkout, insuring their purchase against loss, theft, or damage. This decision fit perfectly with True Classic’s philosophy of “when to solve with tech, outsource, or hire.” Instead of hiring more support staff or building an in-house program, True Classic outsourced this function to a specialized tech partner – one that met Ben Yahalom’s high bar for innovation and agility. As Ben puts it, he seeks partners who “have identified a big pain point in eCommerce, have a good solution, move really fast, are open to feedback, and serve as an extension of your team” . Corso checked all those boxes:

• Seamless Integration & CRO Focus: Corso’s solution was implemented quickly with Shopify, and it’s designed “through the lens of CRO to provide the best customer experience,” according to True Classic’s Director of E-Commerce, Alex Zamora. The protection offer is optimized so it doesn’t hurt conversion rates – in fact, it can enhance trust and order completion.
• White-Glove Issue Resolution: When a customer files a claim for a lost or damaged package, Corso’s team handles it end-to-end – from instant reimbursement or reordering to proactive communication – acting as a concierge for True Classic’s customers. This high-touch service means customers feel taken care of without taxing True Classic’s internal team.
• Constant Innovation & Support: True Classic found in Corso a nimble partner that evolves its platform based on feedback. “We don’t do well with tech dinosaurs… We want speed and execution. …We got you, we’ll deliver next week,” Ben says of his expectations . Corso’s team delivered rapid improvements over the 2+ year partnership, responding quickly to any requests and providing 24/7 support for the True Classic team. Alex notes, “These guys take their merchants seriously and are always there to assist. The team is fantastic, and seeing the evolution and growth of the Corso platform has been a great journey.”

Results

In the two years since implementing Corso, True Classic has achieved outstanding results – making this one of their longest-standing tech partnerships (a testament to Corso’s continued value in a landscape where True Classic typically rotates providers to stay ahead):

• 97% Customer Satisfaction: Shoppers overwhelmingly appreciate the peace of mind and fast resolutions Corso provides. (True Classic’s post-issue CSAT scores average 97%.) Many customers have left glowing reviews after having issues resolved effortlessly – “Customer service was more than amazing, and I will definitely be a longtime customer” – True Classic customer, Matthew S. This concierge-level care keeps customers loyal to True Classic even when shipping hiccups occur.
• Significant New Revenue Stream: Corso not only protects customers, it boosts True Classic’s bottom line. The optional protection adds a new high-margin revenue stream with every protected order. “It’s added revenue,” confirms Ben Yahalom, “and provides a true concierge experience for the customer when things go wrong.” In aggregate, this has contributed substantial additional revenue (at essentially no cost), directly improving profitability.
• Lift in AOV with No Conversion Impact: True Classic has run multiple A/B tests offering Corso’s shipping protection and found no drop in checkout conversion rates. They have seen a modest increase in average order value (AOV), driven by higher customer trust and greater attachment to the order.
• Reduced Support Burden & Faster Resolutions: True Classic’s support team saw a dramatic drop in time spent on shipping complaints. Corso resolves claims in hours, on average, turning unhappy moments into positive ones. This speed and efficiency reflect True Classic’s own fast-moving ethos. Meanwhile, the internal team can focus on core business growth instead of troubleshooting lost packages.
• Trusted Partnership & Continuous Improvement: Despite many competitors constantly vying for True Classic’s business, Corso keeps earning it. By consistently delivering on quality, speed, and value, Corso has become a trusted long-term partner, truly an extension of the True Classic team. Ben Yahalom remarks, “Everyone’s always trying to win our business, but Corso keeps earning it.” The mutual trust is such that True Classic readily shares feedback and ideas, and Corso turns them into new features or updates rapidly. This tight collaboration benefits both sides and ultimately enhances the customer experience even further.

Conclusion

True Classic’s experience with Corso Shipping Protection demonstrates the power of an aligned, high-performing partnership. For eCommerce leaders and DTC brand operators, it’s a compelling example of how outsourcing a critical support function to the right tech partner can yield better customer outcomes faster and more cost-effectively than doing it in-house – fulfilling the Golden Triangle of “better, faster, for less.” By choosing Corso, True Classic safeguarded its brand reputation and revenue, all while delighting customers and operating with maximum efficiency . In Ben Yahalom’s words, “making today 0.1% better than yesterday is all it takes to win in the long run,” and with Corso, those incremental improvements have added up to big wins for both True Classic and its customers.