London, UK, May, 2019 -- Gucci is opening customer service centres to cater to digital customers with queries, specifically those on a smartphone who want to liaise via email, live chat or phone.
Customer service centres, better known as call centres, have long battled an image problem, with many companies outsourcing their service to foreign entities in order to keep costs down, diverting those queries to locations with cheaper labour. When living in London, for example, it is not rare for a call to be answered in India, Poland or Bulgaria. And the quality and level of service is often questionable.
Not so at Gucci. The company is opening six service centres, including in its operational city of Florence and cities like Shanghai, with a service team of 500 staff and centres as aesthetically pleasing as its boutiques. According to the Financial Times, shoppers can contact a call centre to discuss anything Gucci related, be it a GG handbag or its latest pair trainers by phone, email or live chat.
A call centre will give shoppers 24/7 access to Gucci
Marco Bizzarri, Gucci’s chairman and chief executive, told the FT the call centres aim to give customers "a direct connection to the Gucci community that is seamless, always accessible, personalised experience".
The aim of the call centres is to provide shoppers the same level of service as can be found in store, but 24/7, where a friendly voice can always be found on the other end of a device, be it in a message, email, or old-fashioned call.
Customer service and experiential shopping lies at the heart of brand and customer relationship. If a shopper has a question about a product, they can anonymously ask a service agent, rather than go into a boutique, which can sometime pose a barrier.
Posted by Veronica Silva Cusi, news correspondent
Published: Thursday, May 9, 2019
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.
Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!
Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
|6.)||Teckinfo Solutions Pvt. Ltd.|
ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.