The reason to start using Xelion
The system E-Luscious was previously working with only had landline phones in the office. The desire was to also call from home and at that time that did not seem not possible. "We were actually already in discussions with another party, but with this party this was not possible either." Ruth says. Before the Covid-19 lockdown they already had the ambition to work flexibly from home and in the office, this investment has now definitely paid off.
How do you use Xelion?
For companies that realize that customer contact is the core of their relationship with their customers, Xelion offered surprising possibilities. Not only in the user-friendliness of the sofphone, pop-up messages when calls are dialed, but also recording and listening back to conversations. "For E-Luscious it is very important that we are always optimally accessible during opening hours and that the customer is connected to the right line, to the right person" Ruth adds. For example, E-Luscious has a phone line for orders and a phone line for other questions. This relates to how quickly customers can be helped. People who place targeted orders are then transferred to an outside call center agency. However, service-oriented questions such as: Status of orders, complaints, etc. do come in to customer service.
Because of the different webshops in different countries, it was a challenge to set this up properly. We work with language separated telephone lines, so we can see from which country the call is coming in and the right call agent is connected to it. As soon as this call is transferred, the right customer information comes up immediately for the call agent. This customer profile consists of a phone number, name, contact moments and notes. We managed to create this with an API link between Xelion and Robinhq (link Marketplace).
“A huge selling point for us is that Xelion's business telephony is very flexible and offers the possibility to work from home. The user interface allows us to switch very easily from one workstation in the office to another at home. The customer doesn't notice anything else about this because, thanks to Xelion, we are easily accessible.”
How do you see the future?
In the near future, we want to make sure that we can leave even more data in the customer card. E-Luscious would also like to see if someone is a red wine drinker, for example, or uses a specific machine from Nespresso. The goal here is to get better customer loyalty and we also want to use up-selling. The consequence of this could be that the person who has a Nespresso machine might be interested in some Nespresso capsules? How nice would it be if a call agent could be reminded of this with a pop-up message during the conversation with the customer.
