Customer service
Loyalty is scarce in the volatile fashion industry. Especially for ecommerce brands, customer interaction is the way to build trust and intimacy. To make fashion customer service even more challenging, the heavily represented younger audience implies that customer interactions need to take place on a rapidly changing variety of channels.
With the ever rising aquisition costs it is of the utmost importance to turn new clients into repeat customers. Customer service plays a vital role here. At Salesupply, we know this like no other. With more than 800 trained agents, we offer native customer care in 36 languages in 3 time zones. We offer fashion customer care by phone, (live) chat, email, review handling, social media, and WhatsApp, catering to your customers preferences. Our experienced fashion service agents will make sure the customer service experience is top-notch.
Seasonality, multiple collections and sales peaks: the fashion industry is volatile, with fluctuations in customer service demand as a result. Therefore our fashion customer service is highly scalable. Regardless of the size of your store or your customer service volume, we can offer you a cost-friendly solution. Whether you want to outsource your entire customer service, you are looking for after-hours support during evenings and weekends or for temporary support during peak seasons only, the ecommerce specialized agents of Salesupply are there for you.
Within the fashion industry, returns are often an issue. Consumers use their living room as a fitting room, resulting in returns percentages of over 40%. The problem is often that the customer picks the wrong size. Customer service can help in making the right decision. Our well trained agents know your company and its product features. This way, they can advise on the fitting of the garment so that the customer can decide to size up or down – thereby reducing the mismatches and the number of returns.
For Salesupply, it is crucial that our clients are ‘in control.’ It is only then that the cooperation can be truly successful. This is how:
Dashboard application. We have developed a dashboard application that offers clients real-time insight into the customer service process.
CMS system. You also have access to our CMS system where you can find all events and listen back to telephone conversations.
Consultation. We schedule weekly or monthly calls with our clients. During these calls, we discuss what the volume has been, how the agents have been performing, how quickly answers have been given, whether the SLA was achieved, whether any issues have occurred, etc.
The way in which you communicate with your customers has a big influence on the positioning of your brand. That is why, as a client, you have full say in the customer care process. During the set-up process, the preferred customer care experience is discussed in detail. This gives you full control over how our agents deal with your customers, and your customers will never get the impression that they have been helped by an external service provider.
The agents of an external service provider are, of course, not always familiar with your brand. But at Salesupply, we developed a proven training method that enables agents to become fully acquainted with the ins & outs of a company within a short period of time. By using a ‘wiki’ set up together with the client and a product training course provided by the client, our agents are transformed into remote colleagues within no time.
Customer service has always been important in signalling bottlenecks and issues. Salesupply has developed a methodology for recognising these customer signals and sharing them with the client. All customer events are linked to an (in consultation) pre-defined category. As a client, you gain direct insight into these categories via our real-time dashboard and you will also periodically receive an extensive report. As a result, many of our clients have been able to improve their organisational processes and even their products, all thanks to signals from our agents.