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.
Live Chat Support, Email Management, Ticket Management, Claim Investigation, Proactive Customer Engagement
Gorgias: Centralized Customer Service Platform (Live Chat, Email, Tickets) , Zoom: Communication & Collaboration , DHL: Shipping & Delivery Integration
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.
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.
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