We sell suitcases and bags from four brands: Samsonite, American Tourister, Lipault and Tumi. Tumi is a premium brand, Lipault is a young French brand. The main brand is Samsonite. Each store has a separate website, plus we are present on all major marketplaces: Wildberries, Ozon, Lamoda.
We use phone calls and e-mail to communicate with clients from the very beginning. Clients call us or write to one of the addresses that are published on the sites, and through the feedback form — these applications also fall on the e-mail. A year and a half ago, we realized that we could no longer cope with customer requests: at that time our level of service was below the market level.
Calls. The call center was in-house. Staff members, who were not enough, did not have time to answer calls and could not give a competent answer to all questions. We decided to connect an external call center to work, but for this it was necessary to give its employees a tool for work. At the very least, they need an interface in which operators will work with orders and requests. According to the company's security rules, we cannot run external employees into our accounting system, so we needed a separate tool that would give operators only the amount of information they need to work, no more, no less.
Correspondence. For correspondence with clients, we used a regular mailbox in the corporate domain. But this scheme turned out to be unsuccessful: we lost some of the letters, there was no control. As a manager, I did not understand which letters the employees answered and which ones they didn't, and if they did, then when, and whether the client was satisfied with the answer.
In order to switch to full-fledged client work with a high level of service and control, we began to choose a helpdesk system. We considered several services existing then on the market. At one of the exhibitions, we talked with Ivan, at that time the commercial director of Usedesk, after which we returned to discussing this platform. And after a more detailed analysis, we realized that Usedesk completely covers all our needs — written communication with clients.