Best eCommerce Customer Service
Aramex Express
Aramex is a leading global provider of comprehensive logistics and transportation solutions. Established in 1982 as an express operator, we have rapidly evolved into a global brand recognised for our customised services and innovative multi-product offering. We strive to be a family-orientated business, working with our customers on a one-to-one basis to build fantastic relationships and service all their needs. We are committed to offering solutions that are tailored to our customers and their business needs, covering the entire order cycle. We have helped expand and support eCommerce businesses into global networks through our expansive network and global logistics expertise. We believe Aramex enables eCommerce businesses to bring their A-game, through unparalleled support services.
Our cross-border deliveries offer timely and effective freight shipping options, with a mix of innovative, state-of-the-art technologies. We have extensive experience in maximising supply chain logistics for multi-national online retailers and our customer-centric processes allow us to take challenges in our stride while producing a world-class service.
French Bedroom
Online bedroom furniture specialist French Bedroom was founded by Georgia Metcalfe in 2006 and sells 1,000 SKUs encompassing bedroom furniture, lighting, and accessories, with an emphasis on timeless French style.
Alongside significant growth, French Bedroom has consistently provided a unique proposition: feminine French bedrooms. No one does French bedroom styling this authentically, with beds designed by women, for women, and product imagery styled in Georgia’s home.
The website receives an average of 110,000 monthly visitors. During the 2020 pandemic, traffic increased by +28%, driving up current year revenue by +41% and profit by +103%. With continued investment in logistics, new product development, and marketing, a 20% revenue growth is forecast for the next three years.
Continued investment in leading-edge technology has resulted in a website rated in the Top 5 for the interiors industry (Fluid Digital Awards, 2021). Repeat business has increased by 40% and order volume has grown by 46%. This has been achieved without significant headcount growth, due, in the main part, to continued investments in advanced marketing technologies and automation.
Harts of Stur Customer Services
Excellent customer service is central to Harts of Stur’s business strategy. We already have a fantastic reputation for customer service within our store and our aim is to provide the same level of support to our online customers. Having a relatively small customer support team is advantageous as it allows us to provide a more personal service. Phones are answered immediately, emails are responded to in a matter of hours rather than days. And if we say that we’ll call the customer back – we call the customer back! Thanks to comprehensive training and mentoring, the customer support team are efficient and competent in their work. The team possesses a strong knowledge of the products we sell (around 60k from around 350 brands) and of the company and its procedures, allowing them to do their work confidently and to the best of their ability. Customers can get in touch with the team in a number of ways allowing them to use the channel most convenient for them – be it on the phone, via email, social media or LiveChat. The team is proactive too – always happy to reach out to customers or find out information that they might not have themselves.
Home Leisure Direct – Customer Sales, Customer Service and Installation Teams
At Home Leisure Direct, we aim to create fun and lasting memories for friends and family through our range of games room products. We believe that the entire process for buying one of our products should be fun, simple and painless.
We utilise expert advice, confidence inspiring showrooms and consistent customer contact in order to provide the best customer experience. Our pool table installation team is our shining jewel of customer service, consistently going above and beyond what is expected of them and providing amazing knowledge and service with a smile.
In order to maintain this level of service, we believe in treating our employees with the best work conditions. This includes bonus incentives, access to free mental health services, flexible working schemes, and online perks.
Kukoon Rugs
Kukoon Rugs are delighted to be shortlisted for the Best eCommerce Customer Service category among so many other amazing companies.
Our customers are at the heart of our business, and it would be incredible to be recognised for this by the eCommerce Awards 2022!
Wishing everyone the best of luck.
Look Fabulous Forever Customer Services
Excellent customer service is at the heart of Look Fabulous Forever. The business was started by Tricia Cusden who at age of 65 was fed up of buying makeup that was formulated for younger skin and decided to do something about it! The customer services team is only staffed by women of the same age as our customer demographic – women in their 50s, 60s and 70s and as such they are able to offer relevant and empathetic advice.
Choosing makeup online is challenging no matter how old you are and Look Fabulous Forever has a range of tools on the site to make this easier such as a colour quiz and a foundation matching tool. A dedicated content hub full of videos, photos and blogs also aims to make the makeup choosing process easier.
Its 30 day, no quibble, money back guarantee gives customers confidence to try the products and return them if the colour is wrong or they don’t like the product. These returned items are recycled so they don’t end up in landfill.
Look Fabulous Forever is proud of a Trustpilot score of 4.8 (9,100 reviews) and an NPS score of 69, testimony to its great customer service.
Pinter
We are the Customer Service team at Pinter! Here at Pinter, we strive to provide outstanding customer service, always. As a team, we never fail to come together to collaborate and execute unforgettable service for our community.
The Pinter community is unlike any other; loyal, trusting, and some of the most passionate customers you can find. They care a great deal about us and what we create, and we go above and beyond to give back to our community the level of service they deserve and expect.
Our team are on hand via multiple channels, 7 days a week, even being available until 8pm on weekdays. We speak with customers via email, phone, video call, live chat, and social media – all without the use of bots! Every customer interaction is handled with care, patience, and understanding – nothing is ever too much trouble for us. We are trained and situated in-house, this affords all team members to have first-hand experience with the company and the product – if we have any specific queries that only other teams could answer, we can just walk over and ask!
All in all, our community is at the heart of everything we do, so we make sure that’s visible through the service we provide!
Starshipit
Starshipit is the best practice shipping and fulfilment platform that helps retailers save time and deliver great shipping experiences. Hit the ground running and seamlessly integrate with the couriers and eCommerce platforms you already use. If you’ve got a tool that we don’t support, just use our powerful API.
Starshipit streamlines every step of the fulfilment process, reducing handling time, minimising human error and improving the customer delivery experience. Free onboarding, training and support for every customer, regardless of size, helps get you up and running with Starshipit from day one.
We’re proud to be shortlisted for the Best eCommerce Customer Service award in 2022. It’s a testament to the hard work our support team puts in every day for our customers.
Virgin Media O2
At O2, we put the customer at the heart of everything we do, especially when it comes to providing great customer service. Our customer service ethos is to make is easy for customers to self-serve and find the information they’re looking for, but to also make sure they have access to a range of assisted support channels if they should need it.
We are dedicated to making sure our customers can get the best possible service from us, whatever channel they choose to use. Whether they are looking at help content on our website, talking to us on live chat, using our virtual assistant in My O2 or phoning in to our call centres, we pride ourselves on making sure the customer always gets the help they’re looking for.
Our team prides itself on the customer service experience provided, and we’ll continue to bring a best-in-class customer service experience throughout 2022 and beyond.
