Challenge – to centralise customer support in a single tool
The purchase process for watches and jewellery is complex, and customer satisfaction depends on the certainty of having purchased the ideal gift. Therefore, companies’ attention to personalised service is essential not only for customer satisfaction but also for customer loyalty. This is the key to constant and sustainable growth.
Bluebird has always taken on this responsibility and its performance in customer care was already a priority. In this way, the need to centralise all touch points with the customer in a single tool was recognised. For the company, easy contact with the customer and speed in solving their problems are important. In addition, evaluating the performance and capacity of the customer service department’s resources was also an important part of the requirements. The continuous feedback enables the company to have a real vision and to act in a targeted way to improve its services.
The challenge Bluebird posed to iMovo was to find a solution that not only met these aspects, but was also suitable for the current size of the team while focusing on scalability.