„Because the project did not run as we expected with our previous partner, we are now looking for a strong partner who will enhance our customers’ journey by offering premium service through order management, community engagement and moderation of our social media platforms."
This was our client’s request when they contacted us a few years ago. Their main objective was to upgrade their customer’s satisfaction by offering an outstanding customer service experience that covers different regions in different languages. Our highly enthusiastic customer service and social media experts who are based in Barcelona, were more than glad to take on this challenge.
Multinational sportswear company
- Order Management
- Social Media Monitoring
- Community Management
Because our client is one of the benchmark leaders in the field of sportswear, the quality standards of our service specialists in managing a customer interaction center needed to match up. We were thus challenged to find customer-oriented people with a high affinity in sports, good communication skills and a passion for the job. We also face seasonal challenges due to shopping peaks during Easter, Black Friday or Christmas time. During this period, we also include home office solutions to cover the high demand.
When the project started, our service specialists were in charge of managing our client’s social media channels, community and order management for the English, German, French, Italian and Spanish markets. Currently the project has further expanded to include social media engagement and moderation in additional Eurasian markets.
Thanks to our sports affinity, open mindedness, fluent language skills and good communication skills, we promptly handle inquiries related to, product information, warranty claims and shipping information.
Nurtured with monthly productivity challenges, our service specialists are always motivated to reach their best potential in offering the best customer experience to our client’s customers.
Expansion of our Customer Interaction Center
To sum up.
Working hand in hand with our client, we implement the feedback we receive which helps us to enhance our social media management and customer service solutions. We are glad to have built a relationship that is based on mutual trust, respect and integrity.
"And as they say it, a journey of a thousand miles starts with one step. We are delighted to have come this far and aim to grow even further. Through our passion and proactivity, we continue to enhance our client’s position as a multinational leader of sportswear around the globe."
Fred, Account Manager, Nuremberg