Customer Experience: Support and Customer Loyalty

We build lasting relationships with customers by offering a premium customer service.

Our Customer Experience service is an extension of the brand experience, with a dedicated team that supports and retains customers at every stage of their online shopping journey. We maintain continuous communication with users, providing quick responses and enhancing the shopping experience. This approach strengthens the relationship with customers and optimizes the conversion rate.

What we do

Front Office

We serve our customers in 5 different languages with certified B2 professionals, using various channels including email, phone, and live chat. Additionally, the service is tailored to the project, adopting the most suitable tone of voice for the target audience.

Back Office and Logistics Assistance

We manage order tracking at every stage: from receipt to preparation, shipping, delivery, returns handling, and potential refunds. We also provide direct support to customers during the delivery phase, assisting them in managing relationships with couriers to ensure a smooth and secure shopping experience.

Fraud Risk Management

We focus on identifying, managing, and monitoring risk profiles to prevent fraud and financial disputes. With a proactive approach, we continuously analyze transactions to detect potential threats.

Instant Messaging & AI Chatbot

Among the touchpoints available to our final customers, we offer live assistance channels such as chat and WhatsApp for Business. Furthermore, our AI Chatbot, capable of communicating in natural language, provides 24/7/365 support both pre- and post-sale, supporting all languages worldwide.

Exclusive Services

Based on the needs of our brand clients, we have developed customized services to enhance the concept of digital assistance. These include services such as personal shopper, VIP Access programs, and clothing repair services.

Web Reputation

Thanks to our partnerships with leading industry players, we offer setup, monitoring, and management services for online reputation and consumer reviews.

PARTNERSHIPS

We collaborate with leading industry players to offer our clients innovative, scalable, and always up-to-date solutions, optimizing every aspect of their digital business growth.

Brand-Customer Relationship

A service designed as a true extension of the brand experience, entrusted to a dedicated and structured team. The goal is not only to handle various requests efficiently but also to build customer loyalty through meaningful interactions.

Efficiency in Management

Our Customer Experience team, with a careful and precise back-office operation, proactively strives to identify and efficiently resolve any issues before they impact the end customer experience, ensuring a smooth and uninterrupted service.

Proactive Listening of Users

We are committed to collecting consumer feedback and transforming it into targeted optimizations, with a data-driven approach coordinated with Digital Retail & Store Management, generating value that influences online business performance.

ELISABETTA FRANCHI

E-commerce Development / E-commerce Management
System Integration / Customer Experience
Merchant of Record / Business Intelligence
Experience Design / Search Engine Optimization
Digital Advertising / Email Marketing & CRM
Digital Analytics / Content & Communication

SANTONI

E-commerce Management / System Integration
Customer Experience / Merchant of Record

COLLISTAR

Customer Experience / E-commerce Development
E-commerce Management / System Integration
Search Engine Optimization / Content & Communication

ALTRA RUNNING

Merchant of Record / E-commerce Development
E-commerce Management / Business Intelligence
System Integration / Customer Experience

ZANELLATO

Customer Experience / E-commerce Development
E-commerce Management / System Integration
Merchant of Record