Princess Polly - Customer Service Department of the Year

Company: Princess Polly, Los Angeles CA
Company Description: The Princess Polly online store was born in a beachside apartment on the Gold Coast, Australia in 2010. The USA Website and operation launched mid 2019. Today, Princess Polly has grown to a team of over 200 people based in Australia and the USA. Our products are inspired by the latest trends in fashion, street style, and pop culture, allowing us to be the go-to place to shop the newest looks.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Retail

Nomination Title: Princess Polly

Princess Polly is one of the fastest growing online women's fashion brands in the US and Australia. Our products are inspired by the latest trends in fashion, street style, and pop culture, allowing us to be the go-to place to shop the newest looks. We love our customer-focused, collaborative culture and we adore our customers even more.

Our USA Website and operation launched mid 2019, and have achieved 24/7 support after hiring, onboarding, and training an entire department amidst a new site launch. We’ve seen a 600% team growth from July 2019-Oct 2020, and 90% retention rate. Our diverse team of 20+have serviced over 700,000 customers across our support channels; email, chat, social media, and phone support. Our CX leadership team has used its data prowess and understanding of the business to forecast demand, create contingency plans, and tie results to the financial goals of the business (i.e., reducing the cost per contact, shifting customer contacts from high cost to low cost channels, improving CSAT, and unifying the global service experience). They show up to work each and every day with one goal: to provide the best customer experience 24/7 for our gals all over the globe.

Outline the department's achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

We also value and reward customer loyalty, and took steps to show this to our most loyal customers in 2020. Leaders of the CX department developed an FAQ and customer knowledge base for a new Princess Polly Rewards Program, a massive step toward recognizing our most loyal shoppers. The program was a hit, with a 91% CSAT score and averaging a 4.8/5 star rating, with most contacts being answered by our articles before an inquiry was sent, and having 90% of inquiries resulting in one touch resolution. Our most loyal customers were ecstatic to be recognized and to be given the opportunity to earn rewards points and other perks. We’ve been able to connect with these customers in a genuine way, showing that we value their business and will continue to reward them for their loyalty.

Outline of accomplishments:
-Hired, onboarded, trained the entire US CX department amidst Princess Polly launching a US based Website and operation in 2019
-Developed policies and procedures
-Achieved proper staffing levels
-Developed necessary training and education for agents
-Implemented strategiesfor acting on customer feedback
-Designed changed based on feedback
-Developed comprehensive metrics and kpis for the department and orginization
-Implemented, integrated, and enhanced CXsystems and tech stack

We have seen improvements across our brand in our customer service response performance:
-First Response Times: 93% improvement
-Full Resolution: 96% improvement
-One-Touch Resolutions: 85%; 15% improvement
-CSAT: 92%; 15% improvement / Industry benchmark 82%
-Star Rating: Average 4.7/5 Stars / Industry benchmark 4.25/5

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):

Data Deck: This document contains a summary of accomplishments, detailed info about our successes, testimonials, team culture, and more.
Additional Department Results: This document provides proof of our growth, success, and positive impact on our business and the CX department.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the department's past performance (up to 250 words):

One of the many unique qualities separatingus from our competitors, is our personalized experience throughout the customer journey. As our team continues to grow, CX has designed a scalable end-to-end-customer support journey that has created highly satisfied customers through an uncomplicated, frictionless user experience. Our customer service functionality is fully integrated with the website and is accessible on every page. With over 20K article views since its launch in October 2020, we’ve made major strides with the production of our online knowledge base which has been designed to help the customer find what they need when they need it. We analyze the search terms to know what customers are looking for and in term optimize the content to help them help themselves. The knowledge base has helped reduce the average handle time per customer and serve to provide a faster contact resolution. In August of 2020, Princess Polly migrated the global CX teams into one central system to allow for the integration of our CRM, Loyalty, and other Marketing systems. This allowed for 24 hour support of our global customers, resulting in an immediate 10% increase in our customer satisfaction surveys. Simultaneously, we launched a star rating system to better connect with our Gen Z demographic, increasing response rate by 19%, and averaged 4.7/5 stars in the first three months.

Our team members worldwide continue to be innovative and consistently deliver top quality customer support through authentic conversation and care, resulting in seamless customer experiences and brand loyalty.