Facts

Piggy bank

 

Revenue

€ 1,17 bn. (2020)

Piggy bank

 

Markets

26 European countries

Piggy bank

 

Agents

800+

Piggy bank

 

Business

Fashion, tech, e-commerce

Piggy bank

 

HQ

Hamburg, Germany

Piggy bank

 

Brands

2000+


 

About ABOUT YOU

ABOUT YOU was founded in 2014 and became the first Hamburg-based unicorn in 2018 as the privately held company was valued at more than one billion US dollars. Since then, there has been no looking back for the fast-growing fashion and technology corporation.

ABOUT YOU has digitalised the shopping stroll by offering an inspiring and personalised shopping experience on the smartphone. With about 26 million app installs and happy shoppers in 26 European countries, ABOUT YOU is one of the largest fashion e-tailers in Germany, and the vision is clear: "Become the global #1 in fashion".

In order to achieve this goal, the customer experience is an integral part of the strategy. The customer is naturally included in the company name, and it becomes even more personal for users who log in to the digital fashion platform. Once logged in, the logo text changes, and 'YOU' is replaced with the customer's name. A subtle yet effective change that highlights the company's ambition to put the customer first and provide a personalised shopping experience.
 

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"We strive to create an environment where the customers feel comfortable and appreciated. To realise this, all our employees do their utmost to design and optimise our processes to serve the best interests of our customers.

- Maren Glismann, head of customer service, ABOUT YOU

Challenge

Complex customer service setup and customisation needs

In 2019, ABOUT YOU had already embarked on their growth journey when they wanted to implement new ways in their customer service organisation to facilitate further growth and prepare for the brand's entry into several new markets. In 2020 alone, ABOUT YOU launched in 13 European countries. 

In order to integrate and manage the many customer service tools, ABOUT YOU quickly realised the need for external help in implementing and adapting a service solution to meet the company's complex processes and requirements. This included dedicated ticket routing, custom designs, localisation and agent training.

Apart from technical support and integration expertise, ABOUT YOU required a partner with a network and best practice sharing. A partner who could provide a strategic perspective and ensure that the complex set-up would continue to accommodate the constant changes and developments of a fast-paced business with an ambitious growth agenda.

ABOUT YOU turned to helphouse.io for assistance after being introduced to us at an event and seeing appealing similarities in our approach to work and our mindset.

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"We did not doubt that helphouse.io and the people there were right for a continuing partnership. Not only because of their clever ideas when it comes to technical solutions, but also due to their overall helpfulness, commitment, and flexibility as well as the transparent, honest, and altogether great communication.

- Christiane Müller, controller & product admin, ABOUT YOU

Dialogue and Process 

A customised best practice based on an open dialogue

From the very beginning, we had to look beyond standard solutions and focus on ideal solutions and to adapt them as specifically as possible to the individual demands and requirements of the customer service team at ABOUT YOU, who were obviously very much involved in the process.

This is an ongoing process facilitated by an open and constructive dialogue that provides our consultants at helphouse.io with the insight needed to understand what could be done differently or better. Ideas and experiences are constantly being exchanged, challenged, and cultivated.

Through weekly meetings and status briefings, we remain up to date on the situation at ABOUT YOU, and semi-annual system review sessions ensure that the solutions are optimised and running smoothly. Together, we also look ahead to confirm that we are on the right path in terms of the overall strategy and the concrete roadmap for future development.

The open dialogue has paved the way for a close partnership with one mutual goal: Success and continued growth for ABOUT YOU. 

"What really surprised us in a very positive way was your willingness to spend a few days with us on-site when we were live with our set-up, and we experienced major routing difficulties that had to be solved as quickly as possible. In a matter of days, we rebuilt our entire set-up together and have been working with it ever since, extending and improving it.

- Christiane Müller, controller & product admin, ABOUT YOU

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Solution

Zendesk Support, Zendesk Guide, and Zendesk Explore

With Zendesk Support, the customer service team at ABOUT YOU is in complete control of all the enquiries received from customers across the so far 26 markets with 23 languages. These enquiries are sent via a wide variety of channels, including email, phone, and social media channels. Custom routing ensures that a customer request ends up with an adequately skilled agent or with one of our business partners.

Moreover, the Zendesk Support set-up at ABOUT YOU currently features almost 300 macros, around 600 triggers, and several automations, which all help the team handle more enquiries faster. Among other things, helphouse.io facilitated implementation, and the custom designing of email templates.

Zendesk Guide is an intelligent help centre where customers can find the answer to the most typical questions. Agents can quickly turn a ticket into a help centre article, so other customers can benefit from the knowledge, and the agents do not have to answer the same questions again and again. ABOUT YOU wanted a custom design for their Zendesk Guide, which we provided along with the implementation.

Zendesk Explore provides reporting and analytics with an overview of key data about customers and support resources. With the help of helphouse.io and several workarounds, ABOUT YOU has created their own dashboards and custom queries to get the most out of the available data. 
 

"Having a partner like helphouse.io has helped us master new challenges over and over again. Their helpfulness and partnership are distinctive." 
- Maren Glismann, head of customer service, ABOUT YOU

Results

During the past two years, ABOUT YOU has doubled the number of markets and the number of agents. Within the same period, the ticket volume has increased by a staggering 127%.

Thanks to the support and expertise of helphouse.io, the customer service team at ABOUT YOU has been able to handle their growing customer service set-up and continue to provide a great customer experience.

In fact, the team has managed to reduce the AHT (average handling time) by 27% while increasing the CSAT (customer satisfaction score) by an impressive 7p%.

The understanding of the processes and workflows in combination with a great partnership paves the way for collaborative future projects and plans. At helphouse.io, we look forward to co-writing the next chapters of ABOUT YOU's growth adventure.

Shaping New Tomorrow shortened their resolution time

 

7% increase in CSAT from Aug. -20 to Aug. -21

Shaping New Tomorrow improved their CSAT

 

Managing a 127 % ticket volume increase

Reducing AHT by 27%.png

 

A 27 % decrease in 'Average Handling Time'

Shaping New Tomorrow reduced first reply time from 10 hours to 2.2 hours

 

Customers rated service as 'good' (within 1 year)

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"We can always rely on helphouse.io, and they are always willing to go the extra mile with us. Not only is their commitment extraordinary, but also their flexibility and the quality of their support." 

- Christiane Müller, controller & product admin, ABOUT YOU

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Let's talk about how we can elevate your customer experiences