1-800-FLOWERS.COM - e-Commerce Customer Service Award
Company: 1-800-FLOWERS.COM, INC.
Company Description: 1-800-FLOWERS.COM, INC has been delivering smiles for almost 40 years. As a leading online flower and gift shop, our family of brands includes Cheryl's Gourmet Cookies and Brownies, Fannie May Fine Chocolate, The Popcorn Factory, 1-800-Baskets and just recently, the iconic, Harry & David.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: e-Commerce Customer Service Award
Nomination Title: How Chat Bot for Facebook Messenger Ups Customer Service for 1-800-Flowers.com
Tell the story about your e-commerce-based customer service initiatives since the beginning of July 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
1-800-Flowers.com fosters a culture of innovation that ultimately drives a culture of reinvention. We have continuously embraced changes in consumer behavior by being early adapters to new technologies that impact how we engage, connect with and serve our customers. Embracing new technologies that disrupt the status quo has provided 1-800-Flowers.com with the ability to evolve and enhance the customer experience, allowing customers to connect and transact with the brand on their preferred channel and medium.
With the launch of our chat bot on Facebook Messenger in April 2016, we took an emerging technology and offered a platform that provides customers with an easy and convenient way engage and transact with 1-800-Flowers.com without ever leaving the chat bot on Facebook. The bot and live customer service support on Messenger serve as a one-stop-shop offering customers the opportunity to chat with customer service agents as well as complete their orders – without leaving Facebook. Bots for Facebook Messenger are an end to end commerce channel that does not require a customer going to a website or app to finish their interaction or transaction with the brand.
1-800-Flowers.com’s caring team obsessed with service recognizes that customers are our most important ambassadors. It’s our goal to go the extra mile to ensure we have that lasting impression and believe that the true measurement of a great customer experience is retention. Every hand arranged gift and truly original floral arrangement comes with a 100% Smile Guarantee to make sure that every customer who shops with 1-800-Flowers.com receives award winning service. We are a company that is passionate about delivering flowers and gifts and if any of our customers are not completely satisfied, we’ll do everything in our power to make it right. We also believe that as our customers’ needs evolve, so should our customer service practices.
With the launch of our chat bot on Facebook Messenger, we are providing our customers with another way to not only engage and transact but also provide the best customer service experience. By providing a one-stop area to shop, users can purchase product, receive delivery confirmation information and if needed, chat with a customer service representative. Customers now have a streamlined purchase experience to provide the right gift for the right person at the right time, helping 1-800-Flowers.com’s 35+ million customers.
Social media has become an essential asset to 1-800-Flowers.com when engaging with our customers from a CRM perspective. We have a dedicated customer service team for the brand’s social media channel platforms which helps bolster resources to ensure all customer inquiries are responded to within a matter of minutes. During Valentine’s Day 2015, a peak holiday for 1-800-Flowers.com, STELLAService monitored our Twitter response time which clocked in at just one minute. In comparison to our largest competitors, whose response time was on average, 22 minutes, 1-800-Flowers.com stood as a leader in social engagement CRM.
With the addition of our chat bot on Facebook Messenger, 1-800-Flowers.com offers a variety of ways for customers to engage with our brand – from brick-and-mortar and via phone to e-commerce, mobile and social.