Industry: Textiles, Apparel
Type: B2B & B2C
Location: Alexandria, New South Wales
Introduction
Chef Works, a leading provider of high-quality culinary apparel and accessories, embarked on a mission to elevate customer experiences by delivering personalised service. To achieve this vision, they partnered with SuccessCX, a renowned customer experience consultancy. Leveraging SuccessCX's expert services, Chef Works aimed to revolutionise the way culinary professionals and businesses interacted with their brand and products, ultimately fostering lasting customer loyalty.
The Challenge
Despite the implementation of Hubspot some years prior, the team found it difficult to collaborate easily between each other. It was also difficult to track important tasks, identify escalations and there was a lot of manual and reactive intervention in their day to day activities.
The customer service team had difficulty managing the increasing volume of customer enquiries and resolving issues promptly. This led to delayed responses and a less-than-optimal support experience for customers.
1. Understanding Customer Needs
SuccessCX began by facilitating collaborative workshops to understand Chef Works diverse customer base and processes. Through working with the team, performing analysis, and reviewing data-driven insights from customer service and sales, SuccessCX gained valuable knowledge about customers' preferences, pain points, and expectations. This understanding formed the foundation for the design of the future state.
2. Proactive Customer Service
Chef Works and SuccessCX integrated the customer service and sales CRM platform to develop an advanced customer service solution. Leveraging workflow and automations, manual management and prioritisation of work was avoided, and agents were able to identify and proactively focus on the high priority work - all at a glance.
The agent agent interface and overall experience was optimised to allow prompt addressing of customer queries and issues, ensuring a seamless and proactive support experience.
Additionally, SuccessCX trained Chef Works support team in effective use of the technology. Together, they developed a program to implement empathy and effective communication to handle complex situations with care and efficiency, while having access to relevant customer data for more personalised interactions.
Conclusion
Through a strategic collaboration with SuccessCX and the implementation of their customer service and sales CRM platform, Chef Works successfully transformed its customer experience, fulfilling its mission of delivering higher levels of personalisation and service.
With tailored product recommendations, interactive styling consultations, proactive customer service, loyalty rewards, and personalised marketing campaigns, Chef Works established itself as more than just a culinary apparel provider—it became a trusted partner to culinary professionals.
The seamless integration of the CRM platform provided valuable customer insights that empowered Chef Works to deliver exceptional service and forge lasting relationships with its customers, driving overall satisfaction, loyalty, and brand advocacy to new heights.
Feedback from ChefWorks Team Members
"The new solution makes it so simple to action incoming tickets and easily keep track of any ongoing
enquiries."
"All in all, I could not be happier with the switch, and I look forward to learning more"
"The interface is clean and simple yet still visually appealing. Other ticketing software I’ve
used wastes precious screen real estate with unchangeable, wide sidebars - either hide the
info or lose half your view you these sidebars! This solution prioritises the key information (customer enquiry) in the centre feed, but still provides quick access to general customer info etc, in the thin sidebars."
"Love it! A very friendly system that is very easy to understand, and I am enjoying learning
new areas within the system. I also love the play feature as this avoids multiple users working on one ticket, avoiding duplication of orders."
"l like the general usability of it, and it's easy to collaborate with other people and keep track
of things."
"I love it, I find it so easy to navigate; much easier to read than Hubspot and visually better as
well."
"10/10 from me I think it was a great decision to change to this."
"The format looks so much better, and easier to track tickets/tasks - for someone who tends
to overcomplicate and worries they miss things. This feels much more effective in helping me
to get a better overview of my work.
I like the subtabs as well; it helps my screen to look less clunky and messy
I appreciate the automated messages immensely because it saves me from setting tasks to
chase customers and focus on other things more.
There are a lot of great features I've seen, but thus far, this is what I'm enjoying."