Faster customer service, access to contact history, and a better understanding of customer needs
About the Company:
morele.net was founded in 2005 and is one of the largest multi-vertical e-commerce platforms in Poland, operating in a hybrid model (1P and marketplace). It is also one of the leaders in the Polish e-commerce market in the consumer electronics distribution segment (computers, laptops, computer components, RTV, and household appliances), with nearly 20 years of industry experience. The company has an extensive technical and logistical infrastructure, which allows it to deliver outstanding value and quality to both customers and sellers. The experts and community of morele.net support customers in selecting products that precisely meet their needs, which is why the company achieves excellent results in customer experience. In 2014, morele.net achieved its first top position in the Opineo ranking in the Mega-Stores category, a success it repeated in the following two years.
The situation before implementing Thulium:
Before implementing Thulium, morele.net used three separate systems. For employees managing all three channels simultaneously, the solutions in place prior to Thulium's implementation were highly inconvenient. Additionally, calls were received on landline phones, which further complicated their work.
Main challenges prior to implementing Thulium:
- Lengthy repair times: The most significant inconvenience in the previous systems was the prolonged waiting time for repairs, which negatively affected the company's NPS.
- Limited ability to make changes: The system previously used by the company was managed by an external organization, which limited the company’s ability to independently implement basic changes.
- Difficult Access to Reports: The inability to quickly and easily access reports significantly extended the time needed to complete projects that required them.
- Handling Calls via Landline Phones. Solution: Morele.net decided to implement Thulium to optimize its customer service processes and move away from using landline phones in daily operations.
At any point when we were unsure how to set a specific parameter in the system, we could rely on support from the Thulium team.
Aneta Leśniak, Team Leader of the Category Owners Department at Morele.net
Thulium implementation:
Morele.net decided to implement Thulium – an advanced tool for managing customer communication. The solution aimed to improve customer service speed and enhance service quality. Another key reason for implementing Thulium was the desire to make system changes independently, without the need to contact Administrators.
The implementation process included:
- Integration of communication channels into a single system.
- Deployment of a new chat and customer hotline.
- Automation of tasks and processes, which reduced response times to customer inquiries.
- Training for the customer service team on how to use the new system.
The implementation itself took a few days, Morele.net received technical support, personalized training, and the opportunity to test the system at no cost.
We replaced the landline with call handling through the Thulium system (now, anywhere in the world, employees can work and use the system simply by connecting headphones to a laptop). We integrated two separate systems into one, allowing for comprehensive customer service. Now, we can serve customers more efficiently, having access to their contact history across all communication channels managed by Thulium.
Aneta Leśniak, Team Leader of the Category Owners Department at Morele.net
Benefits of Implementing Thulium:
Thanks to the integration with Thulium, morele.net gained an advanced tool for managing all communication channels in one place. What has improved?
- Full contact history from all supported communication channels available in one place.
- The call answer rate remains at 98%.
- The average waiting time for a call is just 20 seconds.
- Real-time suggestions during phone calls with customers. This feature provides great support to the trainee, who is still in the process of learning.
- One unified customer satisfaction rating scale, allowing the company to implement a unified customer service quality metric across all communication channels.
- Control over customer needs and key issues using conversation topics.
- Improvement in customer service processes and quality. The team can efficiently make numerous changes on their own.
- The ability to replace landline phones in customer service processes and access to the chat feature has provided another customer support channel and better access to more detailed reports.
You can also optimize your team's efficiency. Learn more on Thulium.