Bloomex, the fastest growing online florist in Canada, has implemented a state-of-the-art customer service system in order to keep pace with the company's dynamic growth.
With the initial installation stages now complete, Bloomex’s new approach to customer service will dramatically reduce hold times, eliminate the need for customers to repeat information after arriving at a live customer care representative and even allow customers to chat live with a service agent, resolving their issues faster and more conveniently.
"We simply weren't satisfied with the time it was taking for us to handle customer inquiries," said Angela Malik, Customer Service Manager. "The implementation of this new platform marks the completion of the first major step in the 'Improving Customer Service' campaign at Bloomex, and is the first of many customer-centric enhancements aimed at improving the communication experience for our customers."
For example, Bloomex is now utilizing Crafty Syntax to give customers 24/7 self-service access to Bloomex Live Help, Questions & Answers, or to email their questions directly to a Bloomex agent. With Live Chat powered by Skype, customers are able to chat real time with a Bloomex agent to change/modify order details such as delivery time, address changes, additions to orders, etc.
Through handling most queries via our new Interactive Customer Service System, Bloomex management is able to respond faster and more efficiently to customer complaints, rectifying situations immediately, and with customer “call back” times being dramatically reduced. Being the only floral company in all of Canada, which provides in house 24/7 live customer service, Bloomex’s call centres serve between 500 to 1,000 calls on a daily basis. The mounting successful growth of Bloomex and its divisions, and increase in customers made it nearly impossible to keep pace with the volume of customer service inquiries.
“This new interactive system will improve customer service at Bloomex by ending the frustration of long hold times, decreasing demand for agent time, and controlling costs by enabling Bloomex to offer personalized customer service without adding new staff at an increased cost to the consumer," said Dimitri Lokhonia, president of Bloomex Inc.