Oliver Bonas is a UK-based homeware and fashion retail store. Founded in 1993 by Oliver Tress, the company takes inspiration from the alchemy of great design and fresh thinking, and the belief that design has the power to positively affect how we feel. As of 2023, there are currently 85 stores in the UK, and new designs land in-store and online every week.
In today’s digital age, the myriad of communication channels, including email, social media, chat, phone, and more, requires businesses to juggle an array of customer touchpoints. With each platform comes a unique set of expectations, response times, and customer demographics, making it crucial to maintain consistent and high-quality service across them all. Coordinating and tracking customer interactions across these channels can be mind-boggling, leading to the potential for missed messages or inconsistent information.
What’s more, ensuring a unified brand voice and tip-top service necessitates well-trained agents, robust technology integrations, and streamlined processes. As customers increasingly expect swift and effective responses regardless of the platform, Oliver Bonas sought out to invest in a sophisticated omnichannel customer service platform to meet these challenges head-on and provide 5-star customer service. With a high-traffic website and over 80 stores, a best-in-class omnichannel solution was needed!
AI and automation to enhance agent experience
In March 2023, Oliver Bonas made the transition from Freshdesk, prioritizing the enhancement of the agent experience. Their focus was on empowering agents with a centralized workspace that is not only user-friendly but also equipped with all the necessary information on one screen, enabling them to deliver a fast and highly personalized service.
Implementing AI-driven intelligent routing, which automatically prioritizes VIP customers and divides queues based on predictable contact reasons, has led to a dramatic improvement in the CS team’s productivity, experience, and satisfaction.
With these streamlined processes, Oliver Bonas has significantly decreased the need for hiring, which could go up to 30 new agents during peak season.
It has also allowed them to create a new development career path for agents as subject matter experts in key support areas.
A strategic partner to elevate CX
At the forefront of Oliver Bonas’s digital evolution is Tom&Co, the London-based e-commerce creative agency, renowned for their longstanding partnership with OB since 2013. Over the years, they’ve played a pivotal role in designing, developing, and fostering the growth of Oliver Bonas’s online store, transforming casual visitors into loyal customers.
By supporting OB to seamlessly incorporate Dixa’s platform into their website, they’ve enabled an effortless customer service experience for their customers across multiple channels and ensured that Oliver Bonas’s commitment to customer satisfaction remains at the forefront of their digital landscape.
Quality assurance and analytics to drive data-led improvements
The use of Dixa Discover was a game-changer. By removing manual quality assurance, OB is able to assign and schedule QA reviews automatically, saving a significant amount of time. It also empowers agents with a transparent performance review that is quick and easy to access, and a report with tips to improve.
All the data gathered helps in shaping decisions across the wider business.
This integration not only elevates customer satisfaction but also equips Oliver Bonas with invaluable insights into customer behavior and preferences. Through the strategic use of Dixa, Oliver Bonas successfully enhanced its online shopping experience, solidifying the brand’s reputation and fostering customer loyalty.
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