Business case : Vestiaire Collective
Vestiaire Collective was founded in 2009 by fashion professionals, with the aim of offering a high-quality online community platform on which users can purchase and sell high-end barely-worn clothing, vintage or new.
It lets members recycle their wardrobe, let others in on their fashion preferences, and share their passion for fashion with thousands of other fashionistas from all around the world.
The customer's needs:
Vestiaire Collective was seeking a trusted partner to support its growth and take over its customer relationship management. Given its upmarket positioning, Vestiaire Collective had rigorous demands in terms of service quality and the provider's ability to manage calls from international and VIP customers.
A premium service specifically developed for Vestiaire Collective
Our Customer Service Centre has introduced a unique service to manage Member Relations for Vestiaire Collective.
Premium customer service entirely devoted to the activity of Vestiaire Collective is offered by a team that is bilingual in French and English, and able to satisfy all the requirements of international customers. Employees assigned to this service were selected to meet the quality requirements demanded by Vestiaire Collective and thus provide a high-end customer service.
We also act on behalf of buyers on the site to follow up on unreceived items.
A process of ongoing improvement
Our partnership with Vestiaire Collective involves a participatory approach , with a constant drive to optimise processes and the customer's pitch to its members. We also provide our customers with real-time KPIs and the ability to listen in on live or recorded phone calls.
Director of Operations at Vestiaire Collective