Brayola – the online lingerie retailer helping women to find their perfect-fit bra – has partnered with FM Outsource to create a high-quality customer care team that customers love. The project aims to provide industry-leading service using best-in-class quality assurance. It will also implement a brand-new customer feedback strategy to actively seek customers’ input. The launch has been a success, with all contacts smoothly handed over to FM Outsource.
FM Outsource is using its experience working with online retailers to create a flexible operation that ensures customers always get a fast, effective response to their query, no matter which channel they choose. Retailers now compete on customer experience, and Brayola have given themselves the advantage.
Partnering with Brayola has been an absolute dream. Their team has been a delight to work with over the course of training and setup. FMO and Brayola are closely aligned, in that we both want to deliver great customer experiences every time. I look forward to working closely with them in the future.Sally Chandler, CEO of FM Outsource
Partnering with an outsourced customer service is a hard choice to make, however we feel confident we’ve made the right one. FMO’s expertise and professionalism have exceeded our expectations. Customer service is such an important aspect of any business especially for an online E-commerce, like Brayola, where the customer experience is everything. We are excited to see what the new partnership will bring, not just for the business but most importantly for our customers.Fiona Abrams, VP of Customer Service at Brayola
Sign Up To The Newsletter
Improve your customer experience with insights from our newsletter. Subscribe today to get started.
Explore our latest insights.
A Guide to 24/7 Customer Care
At this time of digital transformation 24/7 customer service accessibility is essential. Your customer care team needs to be available at all times, whenever your customers want them.
Improving Brand Reputation for Our Clients
Our client reached out to FM Outsource to digitally transform their customer service offering. Within 10 months, we had improved their review score to 4 out of 5 stars and saw them sitting alongside fashion giant Dior.
Case Study: Hotel Chocolat
As a brand, Hotel Chocolat have always found outsourcing essential to their operations as it offers them much-needed flexibility. Plus, they have found that when partnering with FM, the expanded teams feel like just another part of the Hotel Chocolat business.