We provide customer experience for clients of IKEA stores

Voice Contact Center has been cooperating with IKEA since mid-2019. The Swedish manufacturer of furniture and decorative articles needed an external customer service partner that could cope with the rapid expansion of scale, while maintaining the highest standards of service and provide an excellent customer experience.

The task of our team of consultants is to verify the availability of products in IKEA warehouses and to provide information about their specifications and prices. Along with the development of the project, consultants began to take orders for the entire range of the store, delivery and assembly, as well as handle complaints.

In the first stage of cooperation our goal was to relieve the internal contact center of the client in the summer months during the peak orders. Due to the growing demand for customer service, as well as appreciating the high quality of the services provided, the cooperation is continued on a permanent basis. – The Voice Contact Center team was flexible to our requirements, taking into account such factors as: providing support to an ever greater extent, quick assimilation of knowledge and training of the team, adapting processes to changing needs, introducing new indicators which are the assessment criteria. The key to us was an individual approach, operational efficiency and great commitment of the entire team. This translated into results, very good quality and, most importantly, the satisfaction of our customers. As a result, it allowed IKEA to decide on the development of cooperation – says Kazimierz Wolak, Country Customer Support Center Manager at IKEA Retail.

During the period of restrictions related to the Covid-19 pandemic, the number of customers and transactions carried out in the IKEA online store increased five times, therefore the demand for telephone service also increased. As a result, both the team of IKEA consultants and the team of Voice Contact Center grew by nearly two hundred people in a short time.

The key to the success of the project is very close cooperation between both parties. IKEA clearly defines its goals and efficiently manages the priorities. The Voice Contact Center team tries to respond to all the needs that arise during the implementation of the project for the client and individually adjust operational activities to the needs, based on many years of experience in the area of customer experience. Thanks to this approach, solutions have been developed that allow for flexible construction of teams that guarantee high quality of service and satisfaction of IKEA Retail customers, and in the remote work model also for high scalability of the project and rapid development.