When you’re selling luxury goods, exceptional service needs to be part of the package. That’s why One Kings Lane, an online marketplace with a spectacular collection of top-brand, designer, and vintage items, uses Desk.com to personalize every interaction with its 10 million members.
One Kings Lane switched from a shared Gmail account to Desk.com to manage their customer service when they had just a handful of agents and wanted to make sure their service was as special as the 2,000+ new items curated on their website each day. “We don’t measure our team on whether they can close a case at first contact,” says Alexis Chapman, Director, Customer Operations. “We encourage our agents to talk to customers as long and as often as it takes to make them happy.”
Desk.com is so easy to use that new agents can be up and running in just half an hour. With the app’s filters, macros, and templates, agents can work more efficiently and get customers the information they need faster than ever. Agents are empowered to use their own words and with Desk.com’s easy customization, they can personalize every response. Reminders ensure that even on the busiest days, no inquiries fall through the cracks.
“Desk.com was a huge cost savings for us and helped maximize the effectiveness of our customer service team,” adds Chapman.
With Desk.com, One Kings Lane has maintained outstanding service and high customer satisfaction rates through the company’s explosive growth. And with Desk.com everyone has greater visibility to customer needs so they can continually improve their product and processes and continue to offer an exceptional shopping experience.
Chapman continues, “Desk.com helps us give every customer an experience that’s as special as the items we sell.”