Dorel Juvenile’s US contact center is one of the finalists of the Stevie Awards for Sales & Customer Service – a public recognition for the achievements of customer service professionals. The introduction of live video chat was key for being nominated in two categories: ‘Contact Center of the Year’ and ‘Best Use of Tech in Customer Service’. The winners will be revealed on February 23.
Live video chat
As the proper installation of car seats is key to guaranteeing their safety, Dorel Juvenile invests heavily in informing and educating customers. “It is not always easy for parents to describe their experience with our products over the phone,” says Michelle Williams, Director Consumer Care at Dorel Juvenile. “Sometimes we had to guess what they meant with ‘this thing’ – thanks to video chat the customer can literally point it out. We can see the car seat, how it is installed in the vehicle, and how the child is seated and, therefore, directly improve the correct usage. This way we can give parents the confidence they need.”
To make reaching out even easier for customers, they can self-schedule their session through a link provided in an email. Michelle: “Parents can now pick the time that suits them best and reschedule or cancel whenever they want, without needing to wait on hold.”
Connect with the daily life of a parent
The customer is not the only one who benefits from this live video chat service. Michelle adds: “Of course the improved service is also good news for our employees – we can now work faster and more efficiently. But most important to us is the improved interaction with our customers. We love to literally get a glimpse of the daily lives of the families who are using our products and to see a smile on their faces when they get the help they need.”