“We need a strong partner that can proactively and efficiently provide our clients with first class service from the very first contact.”
Our client, a world leading fashion holding, had the above requirement when they first approached us in 2011. Considering the fact, that it was the first time they were going to work with an external service provider, it was more than understandable that they were looking for a trustworthy and competent partner.
The successful course of our project has proven that they have definitely found the right partner with the SELLBYTEL Group. From our hub in Barcelona, our specialists offer excellent service for three of our partner’s brands, covering 25 countries and many languages for customers as well as shops.
We are proud to have such a great relationship with our client. It is built on mutual trust, integrity and transparency.
World leading fashion holding
- Customer Service
- Online & Offline Shop Management
- Complaint Management
- Social Media Management
Customers are several times more likely to remember a disappointing experience with a brand, than a satisfying one. For a worldwide operating holding in the dynamic fashion industry, it can be quite challenging to handle all their customers’ inquiries and keep them happy – in numerous languages, different time zones and regarding various matters, from store availability to refunds.
It is our declared goal to make use of every opportunity to create and promote positive experiences with the brands we manage – and make those memories last.
How do we achieve that? First of all: by having the right people. Most of our customer-oriented service specialists have a background in blogging, communication or retail and they have one thing in common: they are all crazy about fashion.
To bring some structure in the various kinds of inquiries customers have, we established a very successful 3-level-system. Through this division we ensure a high-speed resolution rate.
Level 1: end customers
Level 2: our client’s employees
Level 3: stores
Here is even more proof of our successful strategy in numbers:
- First call resolution ≥ 80 %
- 85 % of the calls answered within 30 seconds
- Abandon rate ≤ 5%
- 80% of the emails answered within 24 hours / 100 % within 48 hours
Our service solutions: 100 % tailored to our client's needs.
To sum up.
At first, our client was quite indecisive whether they should outsource their customer service. In retrospect, it was the best decision, not just speaking numbers. Through honest feedback, quick reaction times and proven expertise, our partner quickly trusted in our work and our abilities to deliver excellent results.
"In the fashion industry, excellent customer service isn’t something that’s “nice to have”, it’s a necessity! And we take care of that.”
Sofía. Project Manager, Barcelona.