Home / Knowledge / News / Information Technology / Online fashion retailer to use cloud-based Intelecom tool
Online fashion retailer to use cloud-based Intelecom tool
30
May '12
Intelecom, a provider of cloud-based contact centre solutions, announced that Figleaves, the ultimate online destination for lingerie, loungewear and swimwear, is using its' cloud-based contact management portal Connect. Figleaves's central call centre is based at the organisation's main warehouse and distribution centre in Haverhill, Suffolk and supports 1.2 million customers in 100 countries.

Figleaves replaced its original telephony system with the hosted Intelecom solution to provide automated call routing and accurate reporting. After a thorough review of the marketplace, it selected Intelecom as one of the first developers of cloud-based contact centres with a robust technology that combined resilience with ease of use.

Sarah Arnold, Customer Services Manager at Figleaves.com, commented, “Intelecom fitted the bill. The technology was tried and tested which gave us huge confidence from the outset. We didn't even need to invest in new handsets keeping our capital costs to a minimum. After a few minutes of training, we could plug in and play and see immediate benefits.”

Figleaves.com's busy contact centre is open from 8am until Midnight between Monday to Friday, from 9am until 8pm on Saturdays and from 10am until 6pm on Sundays. During the week, the opening hours are deliberately longer to accommodate the company's loyal following of North American customers who regularly visit the Figleaves.com site in the USA.

Calls last anything from 2.5 minutes for general order enquiries around delivery dates to nearly 5 minutes for personal shoppers who require a more tailored service with specialist advice on sizing and styling.

Despite changes in technology over the past few years, the telephone remains the most popular form of communication for Figleaves.com customers at 57% of all contact via calls followed by email (32%) and web-chat (11%). The trend reflects the importance of offering customers a highly personal service, vital for boosting customer confidence, satisfaction and long-term loyalty.

Since working with Intelecom, Figleaves.com has reaped a series of benefits for staff and customers alike. With all the right information at their fingertips, supervisors can quickly assess service levels around the world and agents are empowered to make their own decisions.

Agents regularly monitor their own status and have a complete overview of the whole department's activity. This gives them the opportunity to adjust their performance to meet their own personal objectives and step in, when necessary, to ensure customers receive the high levels of service they have come to expect.

Furthermore, Intelecom's web-based statistics tool, Sonar has become a valuable and strategic resource for supervisors. Extracting accurate statistics from within the Intelecom system, they can create meaningful reports that track performance by day, by week, by individual agent and bydepartment and even provide comparisons year-on-year, a process that takes minutes rather than hours.

Must ReadView All

Textiles | On 20th Jan 2017

Bangladesh could earn $60 billion in exports by 2021

Bangladesh is expected to earn over $60 billion in exports by the...

Textiles | On 20th Jan 2017

Xeros to focus on textile sector to develop technology

Xeros technology group plc, the developer and provider of patented...

Apparel/Garments | On 20th Jan 2017

Nine West acquiring womenswear marketer Kasper Group

US based footwear, accessories and denim company Nine West Holdings...

Interviews View All

Nitin Soni
Dolphin Jingwei Machines

Taxation policies need to be made simpler

Riddhika Shah
SS Homme

'Worsted wool is the ideal fabric for menswear'

DK Sharma
Velocity Apparelz

We constantly communicate with employees at all levels

Larry L Kinn
Suominen Corporation

Larry L Kinn, Senior Vice President - Operations Americas of Suominen...

Kevin Nelson
TissueGen

Kevin Nelson, Chief Scientific Officer, TissueGen discusses the growing...

Suresh Patel
Sidwin Fabric

Sidwin Fabric is a manufacturer and exporter of polypropylene textiles and ...

Ritu Kumar
Label Ritu Kumar

‘Classics will return’ "There are a lot of people wearing western clothes ...

Jay Ramrakhiani
Occasions Elegance Wear

It is believed that by early 19th century, Varanasi weavers had moved away ...

Bani Batra

Bani Batra’s couture wedding collection is inspired by traditional Indian...

Press Release

Press Release

Letter to Editor

Letter to Editor

RSS Feed

RSS Feed

Submit your press release on


editorial@fibre2fashion.com

Letter To Editor






(Max. 8000 char.)

Search Companies





SEARCH
January 2017

January 2017

Subscribe today and get the latest update on Textiles, Fashion, Apparel and so on.

SUBSCRIBE


Browse Our Archives

GO


eNEWS
Insights
Subscribe today and get the latest News update in your mail box.
Advanced Search