How to quickly expand customer support worldwide: vidaXL
VidaXL is an international online store selling various brands of home, garage and DIY products. Established in 2006 in the Netherlands, vidaXL managed to become one of the fastest growing webshops in Europe: selling in 29 countries on 3 continents.
We talk to Rutger Bockholts, Functional Application Manager CRM & Telecom, about how vidaXL set up their customer service across all these countries.
Can you tell us about the challenge you were facing?
Over the past few years, we have been growing at a fast pace and have opened online shops worldwide. In every country we are in, we use a local service number with calls routed to one of our five customer service centres.
In this process, we needed a service provider who could keep up with this speed and provide us with suitable international service numbers and subsequent call routing. We asked our telecom service providers, but they were just not able to deliver what was required.
Why did you choose Sound of Data?
After speaking to Sound of Data we quickly realised they would be able to provide the flexibility, speed and quality we were looking for. So soon, a contract was agreed upon and since spring 2016 we have been working together.
Which services do you use?
Actually, it is a complete package: Sound of Data manages our service numbers and ensures all incoming calls are routed onto vidaXL’s network. Based on origin and time zone, the call is routed to the right customer service centre. When inbound call volume gets too high, calls are diverted to other call centres where we still have agents available. This way our customers do not get a busy tone or have to wait too long to speak to someone.
Sound of Data continuously monitors call quality for both in- and outbound calls. And in the event of any technical outage, a 2nd data centre provides a back-up.
When adding new markets, they are quick to deliver suitable inbound service numbers and subsequent call routing to our customer services organisation.
We have a great company that grew so fast thanks to our dynamic and multi-cultural team. We love bringing the best products and the lowest price to customers worldwide.
Recently, we opened the biggest distribution centre in the Netherlands to manage the ever-growing number of orders we process. In 2017, we also launched ‘vidaXL marketplace’ to welcome external vendors in our online store(s). Our ambitions for growth are unlimited and we do not want to be restricted in our expansion plans again. With Sound of Data we have the peace of mind that we can go everywhere because the accessibility of our customer services is guaranteed.