AWARDS SPECIAL 30
Scotts & Co Best Business to Consumer
Outstanding Customer Experience
2020 was a transformational year for customer service at Scotts and Co.. A few years earlier it had outsourced customer service but with the direct link with customers broken, it came to regret not having a contact centre onsite. Midway through 2019 a core team had been recruited and by Q1 2020, advisors were upskilled, its induction programme redeveloped, and the team focused on providing outstanding customer service. The pandemic brought new challenges as remote working began and order volumes skyrocketed. Online chat, additional staff and new technology saw service elevated to new levels.
"Scotts are very pleased to accept this award. The entire Customer Service team have worked incredibly hard to really enhance the experience customers receive and it’s amazing to have this recognised".
Matt Hill, Head of Customer Operations
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54 2021 Direct Commerce |
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