New Horizon - Customer Service

Globetrotter uses newest technology

Overview

Industry Ecommerce

Customer since: May 2016

Aerea: Germany

Employees: 1300

User: 240 Million

Summary:
The Globetrotter Ausrüstungs GmbH based in Hamburg. With eleven German locations is Globetrotter one of the largest outdoor distributions in europe.

OMQ self service in use

„Go hand in hand with the customers and create the best customer experience“ is one goal of Globetrotter Ausrüstungs GmbH in Germany. Globetrotter does stationary trading as well as ecommerce in the field of outdoor and travel equipment. Besides the products in the experience shops you can also try climbing walls, rain and wind changer. As an omni-channel shop Globetrotter will deliver the best customer experience also online. Last year globetrotter has launched the new online shop. Not only the design changed but also the shop has now a lot of great new services.

The online shop, especially the customer service page, uses the newest technology tool from OMQ . The OMQ self service is already in use. In the next steps the OMQ service centers will be integrated in the online shop.

Globetrotter contact form Webshop

Realisation

Since May 2016 Globetrotter successfully integrated the OMQ self service. Because of the short 4-step integration guide, the OMQ self service has been quickly and easily implemented on the Globetrotter website. The JavaScript file reloads dynamically.

Globetrotter Shop

Globetrotter creates positiv customer experience

The contact form answers customer requests automatically in real time. The intelligent database provides the relevant information and creates unified customer communications. Because of the reduced request volume, their is, at the same time, less manual work for the agents in the support department.

Globetrotter inspires their customers with the new structure of the contact page and using good service technology. As a result the customer experience has increased in the whole online shop. Positive experiences are triggered by the 24/7 support, where the customer does not expect it.

Since we use the OMQ self service on our website, more than 50 % of our customer requests are answered automatically. The integration was completed within one day and the system immediately solved requests.
Globetrotter - Omied Sadegie, Head of Customer Service

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