Tailored customer service solution
- Customer services for Sweden's largest book club
- Tailored chat function
- H1's first customer service client!
“We at Bonniers have had our customer service, as well as a good deal of administrative work, outsourced to H1 since H1 was started. I can scarcely emphasise enough how extremely satisfied I am with our partnership. In everything from actively developing customer relations, to being responsive to our needs and wishes regarding upselling and anti-churn and working extremely hard to achieve set goals, H1 has truly been an invaluable, responsive and competent partner over the years.”
About Bonnier Bokklubb
Bonniers Bokklubb was founded in 1970 and is today Sweden's largest book club. With a wide range of fiction and non-fiction, children's books and graphic novels, Bonnier is a traditional full-range book club. The business is based on the sale of books, primarily from Bonnierförlagen's own publications.
Read more about Bonniers Bokklubb
Our customer service solution for Bonniers Bokklubb
More contact options for customer service
Since 2008, Bonnier's Book Club has had its customer service established at H1 with first-line support. Over the years, the assignment has been expanded successively according to changing needs of the customer and consumer. With over 30,000 queries a month, via telephone and email, as well as increased traffic to the websites, there was a need for, among other things, a chat function which was implemented – today H1 works with, among other things:
- Customer service via phone, email, post and chat
- Back-office work
- Offers support to customers with digital queries
- Working with upselling and anti-churn
- Receives and registers new orders
"Bonnier is a key customer of ours at H1. Right from the start, the partnership has reflected transparency, empathy and development. Bonnier has always shown great commitment to our employees and responsiveness to us, which is important for us to succeed in our shared goals within the partnership."
Customer-relevant competencies
Tailored web chat
At the beginning of the collaboration, chat solutions were a growing channel, and several measurements at the time showed that customers who contacted customer service via chat were more satisfied than those who made contact via telephone or email. Bonnier Book Clubs lacked a chat function on their websites, and following a proposal from H1, they became interested in offering a chat option for their members. The entire chat function was implemented on the web pages with a simple string of code added to each respective website. Naturally, it was completely customised to match the graphic design of each individual book club.
Faster, simpler and more satisfied customers
Today, hundreds of satisfied customers chat with our customer service every month and use of the feature is increasing. Members do not need to hunt down contact details and switch channels to telephone or email, but can get help directly via the chat. Both websites and the chat feature adapt automatically to the device being used so it works just as well from a computer, mobile phone and tablet.
“Something that is also extremely important for us when outsourcing customer service is that H1 and the agents properly learn our business and feel a certain sense of ownership of it, which I have always felt and feel that H1 does and has done. It is almost like having an in-house customer service team and we speak daily as they are always great at providing relevant feedback from our customers that we can act on.”