GLOSSYBOX optimising global customer service
Zendesk, the leading provider of cloud software for better customer service, are supporting GLOSSYBOX to optimise their customer service across Europe. The successful beauty box vendor has grown from a German start-up to an international company in only two years. GLOSSYBOX now have an active presence in countries across three continents including the USA, UK, France and Japan.
Up to 60 service agents at GLOSSYBOX manage approximately 30,000 customer enquiries from around the world each month. Using Zendesk, they can now process these much faster. Zendesk also integrates GLOSSYBOX’s ecommerce software platform, Magento, and allows agents direct access to all relevant order details of the customer they are helping directly in the Zendesk window. Online FAQs are also managed using Zendesk’s self-service feature, allowing customers to solve issues in their own time and reducing the number of customers who need to contact customer service agents. GLOSSYBOX intends to offer this service globally in the mid-term future by extending the cooperation with Zendesk to support customers in China, Japan, Korea and the USA.
Charles von Abercron, Founder and Global CEO of GLOSSYBOX commented “Our highest priority is making our customers happy. Their feedback helps us to constantly improve our product. Zendesk is the perfect solution for this. With the detailed reports and statistics we can track what our customers want and how we need to respond better, quicker and globally with one central point of access.”
Nick Peart, EMEA Marketing Director at Zendesk comments “We’re excited to be working with GLOSSYBOX on an international level. The GLOSSYBOX team has a clear vision of what perfect customer service looks like and they see the value of customer satisfaction to their online business. It feels great that Zendesk will play a part in helping GLOSSYBOX fulfil its goal of making its customers even happier.”