Figleaves Case Study

Figleaves delivers award-winning customer service following renewed investment in cloud contact centre technology from Puzzel
Figleaves-case-study-detail
Figleaves-case-study-detail
Figleaves delivers award-winning customer service following renewed investment in cloud contact centre technology from Puzzel

Requirement

On-line designer lingerie, clothing and swimwear company Figleaves took the decision to extend the use of its Puzzel  (formerly Intelecom’s contact centre division) cloud-based contact centre solution to fully integrate email and Web Chat options.

Solution

The expanded solution enables Figleaves’ 15-strong customer service team to handle 3,500 calls a month from customers who appreciate the ability to interact with the company via multiple communication channels.

Outcome

  • Continued investment in Puzzel brings together voice, email and Web Chat on a single platform
  • Intelligent routing prioritises calls by agent skills and channel to improve response times and customer satisfaction
  • Average handling time (AHT) for email is down from 30 minutes to just 9 minutes per enquiry
  • Accurate data and reporting gives managers greater visibility of and greater control over the contact centre environment
  • The addition of sophisticated routing and reporting capabilities contributed to Figleaves winning Customer Service Provider of the Year at the 2016 UK Lingerie Insight Awards in December
  • Other key benefits include improved workload management and excellent customer communication.
Here's what Figleaves had to say

“We have always enjoyed a positive and successful relationship with Puzzel. They consistently offer quick responses and solutions to problems, essential in the fast-moving world of e-commerce. With Puzzel, there is always something new and we can’t wait to implement Video Chat, a move we expect to give us a distinct competitive advantage.”

Leigh Jansen, Customer Service Manager at Figleaves.

98% of calls answered in 10 seconds
98% of calls answered in 10 seconds
57% of all communication is via voice channels
57% of all communication is via voice channels
Over 1.2 million customers visit Figleaves online
Over 1.2 million customers visit Figleaves online

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