Customer Service 🙏🏽

Delivering Bespoke, Efficient Customer Experiences with Zendesk

Liberty London’s commitment to unparalleled customer service is aligned with our brand’s high standards of exclusivity and personalization. To meet the increasing expectations of our luxury clientele—especially as online sales grow to nearly 50%—we are modernizing our support operations by adopting the Zendesk Suite.

Current Challenges & Objectives:

• Replace outdated switchboard and shared inbox with Zendesk’s unified omnichannel platform.
• Prevent repetitive tasks and wasted effort without expanding headcount.
• Reduce customer support costs while enhancing speed and quality of responses.
• Deliver a personalized experience that reflects Liberty's premium positioning.

Zendesk Implementation & Support Workflow:

1. Omnichannel Integration: Chat, email, phone, and social media queries unified in Zendesk Support to enable seamless customer interaction tracking.
2. AI-Powered Automation: Automate repetitive inquiries with Zendesk Answer Bot, reducing average handling time by up to 30%.
3. Personalized Customer Profiles: Use Zendesk Sunshine CRM to access customer purchase history and preferences instantly.
4. Agent Workspace: Equip agents with a consolidated workspace to improve collaboration and streamline issue resolution.
5. Analytics and Reporting: Real-time dashboards monitor key KPIs like First Response Time, Customer Satisfaction (CSAT), and Ticket Volume for continuous improvement.

Success Metrics We Track:

• First Response Time reduced to under 1 hour for 90% of incoming tickets.
• Customer Satisfaction (CSAT) maintained at 95% or higher.
• Decrease in repeat tickets by 25% due to efficient issue resolution.
• Support cost per contact reduced by 20% in the first six months post-Zendesk rollout.

We invite you to learn more about our customer service transformation in partnership with Zendesk on Liberty London Customer Care.