Established over 30 years ago, Lifeplus is on a mission to be the world leader in holistic well-being by helping millions of people unlock the wellness within them. They manufacture and distribute high-quality nutritional supplements directly to their customers all over the world.
We sat down with Pam Bowell, Director Customer Care – Transformation at Lifeplus, to learn how their 200-seat contact centre uses the Puzzel Platform to serve customers across Europe, showcasing their unwavering commitment to placing customers at the heart of their operations.
Cloud Nine: Facilitating a hybrid work environment
Back in 2019, Lifeplus found the perfect fit in Puzzel when they needed a cloud-based solution for their agents to work from home. Moving away from its heavy phone system with basic ACD, Lifeplus adopted an omnichannel customer service strategy.
Pam confirms the success of this change, stating, “The value was evident right from the beginning. Without the Puzzel platform, remote work wouldn’t have been possible.”
Today, the Lifeplus team offer a hybrid working model. Their utilisation of Puzzel’s cloud-based contact centre technology empowers their team to operate both from their UK-based offices in Cambridgeshire, England, as well as remote locations, promoting flexibility and productivity.
In their hybrid work environment, features such as universal queue have played a pivotal role in elevating efficiency and teamwork, transforming their workflow by providing real-time visibility of their colleagues’ current status. This instant insight into colleague availability has not only markedly increased productivity but has also nurtured a profound sense of unity within the team. As Pam aptly puts it, “A quick glance at my desktop allows me to see all my colleagues, reassuring me that they are ready to provide swift support when it’s needed.”
Puzzel, the perfect partner
Boasting a 4.9 Trustpilot score and a 94.8% CSAT score, their customer reviews speak for themselves. “Lifeplus has the best customer service I have ever come across. Always super friendly, nice, and solution-oriented,” attests one of Lifeplus’ delighted customers.
This sentiment echoes their values. For Lifeplus, customer service isn’t merely a department; it embodies the company’s values, leaving a lasting impression that keeps customers coming back and propels their business forward.
Lifeplus needed a partner that was aligned with these values and worked in partnership with them. “Contact centre technology can be overwhelming. Working with the right partner to maximise its potential has been our experience with Puzzel,” comments Pam.
Real relationships, real results
Today Lifeplus’ customer service strategy encompasses voice, email, web chat, live share, knowledgebase, WFM, quality assurance and surveys. They firmly believe in meeting customers on their preferred channels, even recognising that, in today’s digital-first world, the telephone remains the preferred choice for many.
Lifeplus is proud of its unwavering commitment to empathetic customer service. When you reach out to the customer service team, you’ll connect with a real person trained to prioritise empathy and understanding.
“It’s not just about transactions; it’s about forging authentic connections with each customer. This personal touch, coupled with a commitment to customer wellbeing, has significantly boosted our CSAT, underscoring the power of customers feeling valued and heard,” comments Pam.