CUSTOMER PROFILE
CHALLENGE
During the COVID-19 pandemic, Sweaty Betty closed its stores temporarily while most of its customers were shopping online. They needed to make sure that their rapidly growing team of customer service agents delivered the same level of experience through chat, email, and social media that customers were used to receiving in stores.
However, conducting agent evaluations was a manual, time-consuming process. Sweaty Betty needed a better system that would save time, provide more consistent feedback for agents, and deliver the superb online shopping experience their customers expected from them every time.
SOLUTION
When Sweaty Betty started working with Playvox, they were thrilled to discover that Playvox Quality Management is a collaborative tool with instant access to metrics. The calibration features and automatic workloads Playvox offered also made it easier to set up tasks and focus on ways to interact with customers cohesively. Plus, team leaders were able to focus on qualitative conversations with their agents, which helps keep all of their interactions with customers aligned with the company’s values.
RESULT
Since implementing Playvox, Sweaty Betty has seen improvements across the board. Their customer service team has scaled tremendously, and team leaders now conduct over 700 agent assessments each month in a fraction of the time. The time these assessments take has gone down 43%, which means Sweaty Betty’s team leaders save over 46 hours each month.
“Our customers are extremely happy with the difference in service that they’re receiving now versus before we started with Playvox.”
Amy Rooney, Customer Solutions Manager, Sweaty Betty
