Great customer service has always been at the heart of the Alice’s Garden business. The company provides a two-year warranty across all its goods and has a dedicated Quality Team to offer product advice.
Alice’s Garden’s modest team recognised that to continue managing an increasing order volume during a short summer season, via multiple channels and using multiple carrier services, it required improvements to its operational efficiency.
The Customer Service Team was spending a disproportionate amount of time handling WISMO queries and processing orders, leading to a longer response time overall.
At the time, Alice’s Garden was tracing late orders individually by phoning or emailing carriers – a process that consumed hours of the Customer Service and Logistics Teams’ day. Meanwhile, the Customer Service Team also managed social media and Trust Pilot to track customer feedback.
The company sought a business process improvement solution to increase its productivity, help it handle WISMO queries and gather customer feedback with increased efficiency, without having to hire temporary staff.
ABOUT ALICE'S GARDEN
Leveraging more than 10 years of industry experience, Alice’s Garden delivers a diverse portfolio of high-quality garden furniture and outdoor equipment direct to doorsteps in just a few clicks.