Case Study J Parker's
Swoon Editions offers a range of handcrafted furniture, including sofas, chairs, tables, beds, and more. Their range of furniture is inspired by art and design classics.
Swoon Outsourced Contact Centre Services to Whistl
Swoon Editions previously managed its customer service in-house. This, however, came with its challenges:
- Difficult to recruit staff in Central London
- Poor staff retention
- Lack of experience in resource and shift planning
- Training requirements
Faced with ongoing difficulties, in 2019, they approached Whistl for support with outsourcing all aspects of customer service.
Whistl Provided a Complete End-to-End Contact Solution for Swoon
Whistl was able to offer a dedicated Contact Solutions service, providing a complete end-to-end contact centre solution for all pre- and post-order care.
Higher customer satisfaction and a positive impact on the customer journey
Since Whistl began managing the customer experience, Swoon Edition have reported numerous improvements:
- Improved response times
- Effective contact resolution
- Expert agents with product knowledge
Swoon Customer Testimonial
Our ability to deliver new initiatives well is due to the experience of the management team at Whistl and their ability to resource and train. Our recently launched proactive outbound calls at key points in the customer journey have impacted customer satisfaction. In addition, our Trustpilot score has gone from the high 3s to 4, and soon it will be 4.1. Many of the reviews call out specific customer service agents.
Debbie Williamson, Co-founder & Chief Creative Officer Swoon Edition
The Whistl team are a pleasure to work with. Everyone is passionate about what they do, and the tenure of the team is testament to that. The customer service agents really care about customers and our business. What’s impressed me most is the engagement of the team, whether that’s feedback on projects, ideas on how we could improve things, or just general questions and interest about where the business is going.
Debbie Williamson - Co-founder & Chief Creative Officer Swoon Edition
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