We work with Wolfson Brands, a global health supplement business, helping to increase customer lifetime value through a range of innovative online and offline customer service techniques. Key outcomes from our partnership include:
Scott Dingwall
CEO, Wolfson Brands.
The recovery of 30% of sales from abandoned online sales carts, resulting in a profit increase for Wolfson of over £500,000 per annum
Enhanced inbound and outbound customer communications via new channels including WhatsApp
The development of a global customer support capability with our team of multilingual agents
Chillys Bottles is a successful ecommerce retailer of reusable water bottles. As a high-growth business, it experienced major seasonal peaks in customer enquiries and we have partnered with them to deliver a flexible solution that enables them to quickly scale up and down customer support resources on demand. Key outcomes include:
Ellis Rickard
Head of Customer Experience, Chilly’s Bottles.
The ongoing ability for Chilly’s to grow customer support resources ten-fold over business peaks, helping them to maintain customer service quality, avoid lost sales and further grow their brand
Streamlined Quality Assurance across all of Chilly’s customer management activity, using our quality platform Evaluagent
OnBuy.com is one of the world’s fastest growing online marketplaces, bringing sellers and buyers together for a wide range of consumer goods. After experiencing bottlenecks within its in-house customer service team, OnBuy partnered with Newstel to complement the existing team and raise customer service standards. Outcomes of our partnership include:
OnBuy.com.
An increase in measured customer satisfaction
Customer response times on Live Chat reduced from days to minutes
Substantial improvements to OnBuy’s Zendesk workflows, following our development of changes to processes, queues, triggers, and automations
More effective training and QA across the whole customer service function, alongside new automated reporting for the management team
