E-commerce and D2C

For e-commerce and direct-to-consumer businesses, customer service and customer support are often the single touch point a brand gets to have with its customer, meaning it is both important and difficult to get right. High quality and quick responses drive repeat orders, brand loyalty and result in good reviews. Read more


With two (or more) distinct sides to manage, customer service for marketplaces can be tricky. Suppliers, whether they are businesses or individuals, get in touch about drastically different topics than customers, meaning customer service teams have to either be well equipped to handle a wide array of topics or have their team split based on type of customer. Read more


With a high degree of regulation and numerous urgent reasons a customer could get in touch, utilities is one of the hardest industries to get customer service right in with some of the highest stakes. With omnichannel being essential and your customer base spanning various age demographics and levels of vulnerability, planning requires a high degree of accuracy in ensuring service levels and quality are maintained. Read more


Making an insurance claim can be a very stressful experience for a customer. Whether they have been the victim of theft, their boiler has broken down, they have a healthcare requirement or their flight has been cancelled, getting in touch with an insurance provider is daunting. Insurance companies that want to provide an excellent customer experience are focused on making sure a claim process is as easy as a sign up process, and customers are able to get in touch easily. Read more


Whether you're facilitating the e-scooter or cycling revolution, or renting out cars so your customers can enjoy local getaways, managing a customer service team is complex. People get in touch for all sorts of reasons: making a booking, cancelling a booking, finding a car or scooter, starting a car or scooter, reporting damages or even worse, reporting an accident. Read more