Adore Me in a nutshell
Innovative, inclusive, fast-fashion and affordable are just a few adjectives that describe Adore Me. The e-commerce lingerie brand is the first to disrupt the $24B lingerie market, which for long has been monopolized by one single player. Adore Me was founded in 2012 by Morgan Hermand-Waiche. Morgan was determined to revolutionize the lingerie industry with the vision that every woman, no matter her dress size, deserves high quality lingerie that won’t break the bank.
In only 5 years the company has grown to become a team of 120 employees across the U.S. and Europe with revenues exponentially growing from $1M in 2012 to $43M in 2015. Adore Me is ranked #9 on Crain’s Fast 50 list of fastest-growing companies in New York, and was ranked as Inc. 500’s #2 fastest-growing retailer in the U.S. in 2015.
Customer Obsession at Adore Me
Adore Me demonstrates a passionate commitment to serve their customers, as a superior customer experience is key to the growth of the company to date. This customer obsession is more than a saying, it’s the company’s core value. They are committed to providing service above the standard, and one of the biggest factors in their overall success is a dedication to providing each customer with a tailored experience.
Everyone at Adore Me is customer-focused and it’s essential for each tool we use to be customer-focused too. That’s why we chose Aircall!
“Everyone at Adore Me is customer-focused and it’s essential for each tool we use to be customer-focused too. That’s why we chose Aircall!“ This tool demonstrated its ability to provide both high level overview, as well as granular level insights, ensuring that we are able to continuously move forward with scalable momentum,” explained Nicolas Capuono, Director of Customer Relationships for Adore Me.
Aircall – A step in the right direction
Aircall is one way to empower Adore Me’s representatives to make every experience great. Adore Me has seen measurable improvements since adopting Aircall as its call center software. One of the most significant changes has been a 10% increase in customer satisfaction scores along with retaining waiting times below 30 seconds. “The seamless integration with our other tools, such as the ticketing system Zendesk, is a key component of our choice to work with Aircall. It displays an aptitude for scalability that our previous cloud based phone solution simply could not match,” Capuono explained.
They have also evolved using an automatic customer identification process through the Aircall-Zendesk integration. Every customer call is tracked within Zendesk, eliminating the need for support agents to switch between different tools and lose precious time. “As a result of Aircall’s seamless integration with Zendesk, we’re able to enhance our customers experience,” he said. Concretely, this means that, for each call presented, the account details of the customer are readily available to the agent, honing in on the tailored experience Adore Me strives to provide.
To have the autonomy to go from 30 Aircall users to 100 users without any friction is invaluable to us
“To have the autonomy to go from 30 Aircall users to 100 users without any friction is invaluable to us,” he also notes. Adore Me was able to easily implement Aircall within their remote call center team, then once up and running, set Aircall up for the rest of Adore Me’s internal support teams. Both remote and internal teams heavily rely on Aircall for their phone conversations with customers.
And so, what’s next?
Since phone support plays a crucial role in customer engagement, the next objectives in our partnership are to ensure they maintain a level of support above the industry standard. We have quite a few promising features in the pipeline, such as the ability to add automations to the Integrated Voice Response (IVR).
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