{"id":10798,"date":"2022-11-03T19:34:22","date_gmt":"2022-11-03T19:34:22","guid":{"rendered":"https:\/\/newstel.com\/cas-clients\/chillys-bottles\/"},"modified":"2026-11-03T16:07:42","modified_gmt":"2026-11-03T16:07:42","slug":"chillys-bottles","status":"publish","type":"page","link":"https:\/\/newstel.com\/fr\/cas-clients\/chillys-bottles\/","title":{"rendered":"Chilly\u2019s Bottles"},"content":{"rendered":"\t\t
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Accompagner la croissance de Chilly\u2019s Bottles avec des ressources flexibles<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Cr\u00e9\u00e9e en 2010, Chilly\u2019s Bottles est un grand e-commer\u00e7ant de gourdes r\u00e9utilisables qui allient la praticit\u00e9 d’une bouteille d’eau en plastique \u00e0 la technologie performante et aux avantages \u00e9cologiques d’une bouteille isotherme traditionnelle.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Le d\u00e9fi<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Saisonnalit\u00e9 et pics de ventes<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Les ventes de Chilly\u2019s sont saisonni\u00e8res\u00a0: la p\u00e9riode cl\u00e9 se situe avant No\u00ebl ou pendant les promotions. Cette saisonnalit\u00e9 pesait sur le fonctionnement du service client de l’entreprise, qui avait besoin d’une \u00e9quipe plus importante pendant les pics d’activit\u00e9, mais d’une \u00e9quipe r\u00e9duite le reste du temps. Outre les pertes d’efficacit\u00e9, la situation entra\u00eenait une baisse de la satisfaction client.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Trouver le bon niveau de ressources<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Chilly\u2019s encha\u00eenait les campagnes de recrutement, ce qui lui co\u00fbtait du temps et de l’argent, et se retrouvait ensuite avec une \u00e9quipe de service client plus nombreuse que n\u00e9cessaire. L’entreprise a fait appel \u00e0 Newstel pour disposer d’une \u00e9quipe capable de s’agrandir ou de se r\u00e9duire rapidement, sans aucune baisse du niveau de service.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"Chilly's\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Principaux r\u00e9sultats de notre partenariat avec Chilly\u2019s Bottles\u00a0:<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Une \u00e9quipe de service client flexible, qui peut \u00eatre multipli\u00e9e<\/span> par 10 pour absorber les pics d’activit\u00e9 (puis r\u00e9duite \u00e0 nouveau)<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Une hausse de la satisfaction client<\/span> constat\u00e9e en quelques mois seulement<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Une plateforme int\u00e9gr\u00e9e pour assurer un haut niveau de contr\u00f4le qualit\u00e9<\/span> sur l’ensemble de la relation client<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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La solution<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Les bonnes ressources au bon moment<\/h5>

Nous avons rapidement mis en place un plan de ressources d\u00e9taill\u00e9 et adaptable, avec une \u00e9quipe fixe de conseillers et la possibilit\u00e9 de la renforcer en cas de besoin, souvent \u00e0 bref d\u00e9lai.<\/p>

Avec les conseillers Newstel, Chilly\u2019s peut aller jusqu’\u00e0 multiplier par dix ses ressources de service client, par exemple pendant la p\u00e9riode de No\u00ebl, pour absorber la hausse des demandes et des achats. Une fois ces p\u00e9riodes pass\u00e9es, l’\u00e9quipe revient \u00e0 son noyau habituel.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Une qualit\u00e9 constante pour tous les conseillers<\/h5>\n

Nous avons \u00e9galement int\u00e9gr\u00e9 notre plateforme qualit\u00e9 Evaluagent au syst\u00e8me interne de Chilly\u2019s, ce qui permet \u00e0 l’entreprise de contr\u00f4ler la qualit\u00e9 du travail de tous ses conseillers, y compris ceux de Newstel.<\/p>\n

Chilly\u2019s peut ainsi s’assurer que ses conseillers suivent les bonnes proc\u00e9dures et utilisent un langage appropri\u00e9 dans leurs e-mails.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Et demain<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Nous continuons de soutenir Chilly\u2019s avec des ressources flexibles qui l’aident \u00e0 augmenter ses ventes et \u00e0 se d\u00e9ployer \u00e0 l’international gr\u00e2ce \u00e0 nos conseillers multilingues.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\u00ab\u00a0Nous avons \u00e9t\u00e9 impressionn\u00e9s par les connaissances et l’engagement des conseillers fournis par Newstel. L’\u00e9quipe principale fait d\u00e9sormais pleinement partie de l’\u00e9quipe Chilly\u2019s Bottles. Elle participe \u00e0 nos \u201cpoints d’\u00e9quipe hebdomadaires\u201d et, m\u00eame \u00e0 distance, nous formons une seule et m\u00eame \u00e9quipe. Ce n’est pas un simple prestataire, c’est un partenaire. Ils comprennent notre activit\u00e9 et nous proposent de nouvelles tactiques et m\u00e9thodes pour l’am\u00e9liorer. Par exemple, ils nous ont propos\u00e9 une assistance multilingue pour que nos clients \u00e0 l’\u00e9tranger re\u00e7oivent des e-mails dans leur langue, ce qui a, l\u00e0 encore, contribu\u00e9 \u00e0 am\u00e9liorer notre taux de satisfaction client. Newstel nous a extr\u00eamement impressionn\u00e9s\u00a0: nous travaillerons sans aucun doute avec eux sur le long terme, et nous avons h\u00e2te de voir jusqu’o\u00f9 ils peuvent nous aider \u00e0 mener notre entreprise.\u00a0\u00bb<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Ellis Rickard, Head of Customer Experience, Chilly’s Bottles<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Accompagner la croissance de Chilly\u2019s Bottles avec des ressources flexibles Cr\u00e9\u00e9e en 2010, Chilly\u2019s Bottles est un grand e-commer\u00e7ant de gourdes r\u00e9utilisables qui allient la praticit\u00e9 d’une bouteille d’eau en plastique \u00e0 la technologie performante et aux avantages \u00e9cologiques d’une bouteille isotherme traditionnelle. Le d\u00e9fi Saisonnalit\u00e9 et pics de ventes Les ventes de Chilly\u2019s sont […]<\/p>\n","protected":false},"author":36,"featured_media":0,"parent":10787,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-10798","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nChilly\u2019s Bottles<\/title>\n<meta name=\"description\" content=\"Comment Newstel aide Chilly's Bottles \u00e0 multiplier par dix son service client lors des pics d'activit\u00e9, sans perte de qualit\u00e9. 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