We just picked up the Best eCommerce Customer Service Award!
The 8th annual eCommerce Awards for Excellence took place on Wednesday evening, in a glitzy affair at London’s Marriott Hotel Grosvenor Square. Having been nominated for the prize of ‘Best eCommerce Customer Service’ for our partnership with Micro Scooters, it was an event we were all looking forward to.
How the night began
The evening began with a fantastic drinks reception in the Westminster Ballroom, before we were served a fantastic 3 course dinner. Following the dinner, we were treated to a brilliant performance from stand up comedian Ed Gamble, before the star of the show, Rob Beckett took to the stage to present the awards themselves. With telecommunications giant o2 picking up the first award, the standard for the night was set. After retail and eCommerce giants including Amazon, HMV, Oasis, Jack Daniels, Karen Millen and Dixons Carphone picked up awards, we knew we had some serious competition for the only award which recognised the importance of customer care. Needless to say, when comedian Rob Beckett announced it was time for the Best eCommerce Customer Service award, there were a few nerves on our table!
And the winner was…. Micro Scooters with Spark Response! What an amazing feeling that was! Hilariously, Micro Scooters‘ customer service manager Julia Easter even scooted onto the stage with her colleague Neil, alongside Spark Response marketing manager Stuart Anderson (without scooter!) and even gifted Rob Beckett his very own scooter at the same time – with cheers going up around the packed ballroom. As you can imagine, there were many celebrations to come, with dancing, some more wine, and the odd high five to come, before we headed home for the evening. We had a fantastic night, thanks to the awards organisers, Ed Gamble, Rob Beckett and everyone who congratulated us all on winning. It’s a great feeling to win an award based purely on customer satisfaction and insight.
Micro Scooters and Spark Response
Micro Scooters appointed Spark Response to manage both customer service and order fulfilment services back in 2012. Since appointing Spark Response, Micro Scooters have grown incredibly, and have recently extended their commitment to Spark for the long term. Our customer service partnership sees Spark Response contact centre manage all delivery related customer queries, whilst also acting as an overflow and out of hours multi channel customer service team. It’s a partnership which works so well due to our shared ethos of putting the customer first. The collective experience our our teams work together to give the customer the best possible service, across any contact channel. Our partnership his given Micro Scooters the ability to quickly and simply scale their customer service capacity, removing the constraints that in house customer care teams can often face. Couple that with technology solutions which have boosted their customer care offering, our partnership has been particularly effective in understanding customer needs and preferences. We’re looking forward to working with Micro Scooters for many more years.