In the midst of these uncertain economic times, online retailers are being very choosy. Customer service is key in providing not only a great retail benefit but also an exceptional reason for consumers to spend those hard-earned dollars.

As the company continued to attract business — growing significantly to attract hundreds of thousands of customers — it faced customer service challenges due to its use of an outsourced call center based on the other side of the country. e.l.f. realized it would have to gain greater control over its contact center if it was going to have more efficient operations and satisfied customers.

Improvements took hold when e.l.f. implemented an Avaya IP Office software platform, which is an IP communications solution for small and medium enterprises. ICCS & Co., LLC (ICCS), an Avaya SMB Expert BusinessPartner that manages information technology for e.l.f., recognized the challenges at hand and recommended and implemented Avaya IP Office for the online retailer, which enabled e.l.f. to bring its contact center operations in-house. The first improvement was speedier service, as customer inquiries got routed swiftly to the right agents with minimal hold time. This enhanced customer satisfaction and increased sales by helping deliver faster answers to customer questions or sales and return inquiries with the professionalism expected of a first-class retailer.

“Our entire New York City office is just 30 people, with 20 serving as dedicated customer service agents,” said Joe Shamah, president of e.l.f. “But even though we are a small enterprise, we have big business demands all year round, 24/7, and we approach our customer service in that manner.”

Avaya Office Solutions is able to give diversified communications solutions to meet the demands and unpredictability of not only the holidays, but online business as well.  Getting customers the department they need quickly and with the best service maintain helps to maintain the faith in the relationship they have with your business. 

Whatever your needs Avaya has many options to create the right combinations of services that will take your communications to the next level, helping you look better than ever!