Marketing Services Case Studies

BrandAlley

THE BRIEF
As with any successful online retailer, fashion website BrandAlley sees a huge increase in customer service enquiries in the run up to Christmas. To help them concentrate on business critical sales and logistics, they needed a flexible contact centre solution to handle the avalanche of calls.

GFM CREATED…
… a dedicated customer service centre with fully-trained staff acting as a full extension of BrandAlley’s own team. We staffed the extended team with experienced call handlers, all trained to use BrandAlley’s customer service software, giving the client and its customers a seamless, integrated experience.

GFM DELIVERED…
… a team of highly-trained call handlers that considerably lightened BrandAlley’s load. We ensure that every call is answered and dealt with efficiently and, by analysing peaks in activity, we ensure that our call centre is fully staffed to cope with the influx, even on the busiest days.

THE RESULT
BrandAlley saw a significant reduction in customer waiting times, with over 90% of calls being answered within 20 seconds.  Perhaps most importantly, they also saw a corresponding increase in customer satisfaction levels, which was testament to the staff at GFM and a better representation of BrandAlley’s customer service values.

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 	Marketing Services Case Studies