The best customer service is delivered by a professional team with modern tools for optimization.
(Updated: 03/2019)
Industry
Cosmetics manufacturers and distributors
Using Gcalls since
09/2018
Location
Ho Chi Minh city
Solution
Gcalls Plus Webphone
About OFÉLIA
Industry
OFÉLIA is a cosmetics company from the US founded in December 2016 in Los Angeles. Despite the American style and standard, OFÉLIA always aims at Vietnamese girls aged 18 – 32 with criteria being modern and high quality in each lipstick.
Goals
OFÉLIA shapes modern trends from products to customer outreach. Instead of following traditional channels like stores and malls, OFÉLIA approaches customers through Social Online. The name OFÉLIA means “helping” – help the girls find the best lipstick for themselves, even find the passion that they are losing, or transmit energy to help them continue to pursue their passion. That is OFÉLIA’s mission.
Achievements
Founded by the famous young Beauty Blogger Changmakeup and her co-founder, OFÉLIA has achieved impressive milestones. On the first day of official sale, 14,000 lipsticks were completely sold out within an hour. For more and more young Vietnamese women, OFÉLIA’s lovely lipsticks have become an indispensable daily makeup item.
BUSINESS CHALLENGES
Lack of information for proactive customer care
As a young cosmetic brand, OFÉLIA soon won the trust of women by their care and attention in each product, from design, packaging, scent to quality. And of course it is important to mention the customer care service that OFÉLIA considers as the face brand and always wants to improve day by day.
With the orientation to reach customers through Social Online, customer care on phone is an indispensable channel for OFÉLIA. After a while of using desk phones, personal phones and emails, the team found the method passive and difficult to optimize customer care because the solution being used does not automatically save any information. Each person can only record the data personally, leading to lack of synchronization. Managers also face obstacles in evaluating team performance.
In summer 2018, OFÉLIA learned several call center solutions in three months but could not find any really suitable in terms of cost, convenience, functionality, flexibility and customer service. After a team member mentioned Gcalls, OFÉLIA went to Gcalls for advice on solutions and decided to accompany Gcalls a few days later.
Solution
Staff performance and customer care service are enhanced
With the large number of orders everyday, OFÉLIA saves a lot of time to make calls when using Gcalls’ solution thanks to the Click-to-Call feature. Agents can easily call an existing contact list, skipping number dialing and limitting dialing mistakes. According to the customer care team, the amount of orders they can handle increase by 50% compared to when using email and desk phones. They can proactively identify who is calling, grasp the interaction history, actively call for confirmation of orders and support. Information is always accessible any time to help agents easily deal with a specific customer case.
The call recording feature is frequently used by the team. For those who take care of customers, listening to the recording will help them not to miss important information. For managers, recording has a lot of meaning in controlling process and service quality. The head of the department also regularly monitors detailed call history to better understand the purchase habits of customers, see if the current processes are optimal for customers and thereby make appropriate decisions.
KILLING FEATURES
Interaction history
All interactions between the team and customers are saved, accessible for review at any time.
Call recording
Team leaders and managers can listen to call recordings again to assess the quality of customer care.
Statistics
Data in the statistics and call history details provide managers with an overview as well as specific picture of the customer care activities of the team.
