Royal Design

As an established destination for Scandinavian and European designer home goods, Royal Design had the in-store customer experience covered, but they were struggling to bring their digital CX up to their high standards. They were using different systems for every communication channel and different phone systems for different offices. This not only made for a chaotic agent working experience but also made it difficult to get a complete overview of each team’s performance and contact volume. This made it difficult to order to provide the level of customer care that was in line with their brand.

They were struggling to build strong relationships with their customers because they lacked oversight across channels and past conversations. Agents could only be present on one channel at a time, which meant that inquiries were not getting prioritized based on importance, and there were backlogs on channels which caused delays in response times. This lack of oversight also made it difficult to recognize patterns in customer queries and make adjustments and optimizations based on this. They needed a cloud-based customer service platform that could be used across all channels and by external partners if necessary.