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Streamlining eCommerce Operations with Scalable Support for Fishe & Lilly
Fishe & Lilly is a UK-based e-commerce retailer specializing in stylish and contemporary furniture for the modern home. They offer a curated selection of items, including sofas, tables, beds, and storage solutions, with a focus on quality materials and design. The company has established itself as a curator of exceptional furniture pieces, offering a carefully selected range of items including sofas, tables, beds, and innovative storage solutions.
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Services
Live Chat Support, Email Management, Ticket Management, Claim Investigation, Proactive Customer Engagement
Services
Platforms
Gorgias: Centralized Customer Service Platform (Live Chat, Email, Tickets) , Zoom: Communication & Collaboration , DHL: Shipping & Delivery Integration
Project Overview
Fishe & Lilly sought to enhance customer satisfaction and optimize support processes to match their growing online presence. Initially facing operational hurdles with their existing customer service platform and a need for a more personalized approach than their previous outsourced solution, they partnered with BJS to create a more efficient and customer-centric support system.
Our Approach
We began by handling Fishe & Lilly's email inquiries, improving response times, and customer satisfaction. This success led Fishe & Lilly to expand the partnership to live chat and ticket management, all on the Gorgias platform.
- Centralized Communication: Gorgias was implemented and optimized for unified email and live chat customer interaction management.
- Personalized Customer Engagement: Tailored responses addressed individual customer needs, often referencing specific product details.
- Seamless Support Coverage: Beyond Just Service, provided continuous, reliable customer assistance.
- Proactive Issue Resolution: By analyzing interactions, BJS identified dissatisfaction patterns (e.g., common product assembly questions) and took proactive measures (e.g., clarifying information, updating guides).
- Continuous Support Coverage: Support was provided even during UK Bank Holidays for consistent service availability.
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Key Results
- Positive customer interactions (35%) boosted loyalty and repeat business.
- Call handling time reduced by 50%, improving efficiency.
- Enhanced customer experience strengthened online presence through positive reviews.
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