Crate & Barrel, a home furnishings retailer is turning its customer service center into a revenue-generator. They are to deploy a customer service solution called *Gladly.
Agents receive context, history, and details, such as past purchases and preferences, in a single view, enabling them to create product recommendations that are personalised. Customer service personnel can also proactively send messages to customers at specific times. For example, if customers spend time on the Crate & Barrel website, then agents can help guide them to their cart and complete their purchase.
“We engage with over 125 million customers each year through our stores, websites, and app, so our contact centers are an important touchpoint with customers. We’re known for delivering an exceptional customer experience and challenge ourselves to provide seamless service at every turn, enabling agents to find the merchandise and solutions that meet customers’ needs. With Gladly, we’re elevating solution-based interactions in the call center – but we’re also undergoing a mindset shift to think of our agents as sales drivers. By meeting customers on their preferred channels, and simplifying transactions across channels, Gladly’s Payments helps us improve the shopping experience, drive sales, and deliver customer service that people love and we’re known for.” – Kate Showalter, Crate & Barrel Senior Director of Customer Service.
*Gladly is a customer service solution that centers around the customer, not a case or ticket number, to give agents full visibility of customers in a single view. Doing so allows agents to communicate with customers, seamlessly across channels – delivering a Radically Personal customer service experience. But now with Payments, agents can securely accept credit card information from customers digitally––allowing customers to complete checkouts where they want.
