As an online bike brand that develops, produces and sells its own products, Veloretti's mission is to get as many people on bikes as possible. Focusing on the European market of 27 countries, they are trying to change the mobility challenges in the European cities.
Tom Wolters, the Head of Business & Retail at Veloretti, is responsible for all retails and Veloretti's business partners — among others Zara, de Bijenkorf, Made.com, Bol.com, and Spaces. He kindly allocated his time to chat with the Gorgias team to share the Veloretti journey.
Before leading the business and retail team at Veloretti, Tom Wolters helped further this mission through the customer service department, which he led for three years.
In January 2021, Tom's team didn't see the need to change platforms when approached by the Gorgias team. But everything changed when their customer base started snowballing and contacting the brand on new channels, such as Facebook, Instagram, and direct chat — not to mention the increase in phone contacts.
The original tools didn't scale with the business
In the past, the inquiries were not centralized. Their phone system was not connected to their helpdesk, making it harder for the social media and customer service team to manage their inquiries. They didn't have a robust support dashboard or insights to help them improve their communications with shoppers, and their CMS didn't do the trick they needed.
At the time, Veloretti's team used Helpscout as their helpdesk and ODOO as their CRM management platform.
Tom then teamed up with Anouk Steenbruggen, Founder of customer service agency Stone & Bridges and partner of Gorgias, to create a new IT landscape to align, track and manage all customer touch points. It became clear that their need for a more robust customer service system was urgent. Therefore, Anouk introduced Gorgias as the foundation for the new landscape..
Using Gorgias to centralize customer interactions
After integrating Gorgias into their system, Veloretti can now easily track all customer interactions, including inquiries sent via an online form, incoming emails, and phone calls. Gorgias Help Center makes it possible to have internal knowledge distributed to all agents. Gorgias Chat also provides another channel for the Veloretti team to interact with their customers more effectively.
Since using Gorgias, Veloretti's customer service team can keep track of the number of outstanding tickets in different categories, which gives them a sense of urgency and pushes them to solve customers' tickets more quickly. Due to this focus, allocating tags and ticket allow the team to divide the tasks better and solve questions quicker.
After the switch, tracking agents' performance, monitoring busiest hours, and improving customer satisfaction became much more effortless.
As for their accomplishments in terms of customer support, compared to last year Veloretti has successfully managed to cut resolution time, on average, from 1 day 23 hours to 5 minutes 4 seconds— a big win for their team. Their first response time has also been cut down from 4 hours 13 minutes to 54 seconds. Last but not least, 22% of their tickets that were solved with only one agent reply. Tom and the Veloretti team thrives on continuously improving their performance.
Customer Service is at the heart of Veloretti's future growth
For the Veloretti team, Gorgias is an all-in-one, easy-to-use platform that helps them manage customer interactions more effectively. Tom added that Gorgias Tags and automation are the keys to ensuring the team's efficiency, which frees up more time for their top goal: customer happiness.
With the ambition to grow 400% in sales, their customer interactions will undoubtedly increase, and Tom sees Gorgias as a solution that can scale with them.
"With an all-in-one easy-to-use platform such as Gorgias, our Customer Service team manages customer tickets more efficiently, which gives them more focus on making our customers happy." - Tom Wolters, Head of Business & Retail