Retail / Beauty and accessoriesHow Pandora kept customer satisfaction high at Black Friday's peak
BCR.CX took over Pandora's customer service during the Black Friday sales surge and unified voice, e-mail, chat, physical stores, telesales, Reclame Aqui, social media and internal departments into one experience.
- Voice
- Chat
- Physical store
- Telesales
- Reclame Aqui
- Social media
- Internal depts.
- Operation ready for demand peaks such as Black Friday
- Smart flows built and refined through continuous learning
- Better customer experience across every channel
The client
Pandora is a beauty and accessories retail brand with strong seasonal demand. BCR.CX took over the company's customer service department right in the year's highest sales peak: Black Friday.
The challenge
Sustaining — and raising — customer satisfaction during the Black Friday sales surge, in a scenario where service was spread across many different channels: voice, e-mail, chat, physical stores, telesales, Reclame Aqui, social media and internal departments.
How we ran the project
Diagnosis
Surveying every service channel in use at Pandora and how the fragmentation between them affected the customer experience.
Strategy
Defining channel unification as the path to sustaining customer satisfaction through the demand peak.
Architecture
Structuring a Customer Experience department responsible for creating and continuously learning the unified service flows.
Implementation
Unifying voice, e-mail, chat, physical stores, telesales, Reclame Aqui, social media and internal departments into a single customer service operation.
Optimization
Continuous learning of the flows by the Customer Experience department, raising and sustaining satisfaction throughout Black Friday.
The solution
BCR.CX unified all of Pandora's service channels — voice, e-mail, chat, physical stores, telesales, Reclame Aqui, social media and internal departments — under a single Customer Experience department, responsible for creating and continuously learning the service flows.
Technologies and tools
- Amazon Connect
- Zendesk Suite
- App VTEX
- App do Reclame Aqui
The implementation, step by step
Taking over customer service
BCR.CX takes over Pandora's customer service department right as the Black Friday sales surge begins.
Channel unification
Integrating voice, e-mail, chat, physical stores, telesales, Reclame Aqui, social media and internal departments.
Flow learning
The Customer Experience department creates and learns the service flows throughout the operation.
Sustaining the peak
Maintaining customer satisfaction throughout the entire Black Friday high-demand period.
Strategic gains
- Consistent service experience across every channel.
- Ability to sustain quality even during the year's peak demand.
- A dedicated Customer Experience department, with continuous flow learning.
Why this case matters
Unifying eight service fronts in the middle of the year's biggest sales peak — and still raising customer satisfaction — shows channel fragmentation isn't a structural problem: it's a Customer Experience strategy problem.
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