Eye Wish Opticiens is a real household name in the Netherlands. It is an optician who delivers quality and prioritises making customers feel good. Eye Wish Opticians came to RealConnections via word-of-mouth, as they were looking for a party that could set up their customer service from scratch after an acquisition. We immediately started sparring on solutions. Soon it became clear, Eye Wish Opticiens needs Zendesk! Wondering how this process went? Then read on quickly
Eye Wish Opticiens has over 180 shops in the Netherlands and has been a leading optician in the country for over 85 years. After several decades of acquisitions, Eye Wish Opticiens became an independent brand again in 2022.
A new customer service also had to be built from scratch. So a big challenge! The ticketing system, customer service support and shop support needed a fresh start. This is where RealConnections comes in. With our expertise, we started thinking along from the beginning to strongly build and implement the right software. This created many opportunities to make immediate improvements. By implementing Zendesk, Eye Wish Opticians’ customer service now runs smoothly and streamlined.
Implementation was carried out in several steps. The first is deploying Zendesk to communicate the individual branches with the head office. It then worked on integrating customer service support into that same system. All processes have been thought out to perfection so that customer and shop support work as efficiently as possible in the same system.
Without a challenge, no success. The big challenge at Eye Wish Opticians? Ensuring that the right support question gets to the right department, preferably without an agent standing between them. Right from the start, we set up these automated routes so that support questions go straight to the person dealing with them
This allows Eye Wish Opticiens’ new support department to work at its best! The agents can do their jobs to the best of their ability by acting as a conduit for other departments as little as possible. This way, they go about their business quickly and efficiently and can answer queries faster and take action on tickets/questions that are really important.
In 99% of cases, Eye Wish Opticians answers all questions immediately. The queries that need to be forwarded can be filtered out immediately by simple routing. The end result? All internal departments spend minimal time communicating with each other. This increases efficiency and shops usually get all the information they need to function well operationally within minutes or hours.
Continue to develop and improve. That’s what we focus on with the remote expertise for Eye Wish Opticians. For shop support, we are developing an FAQ page and portals. With this, we encourage self-service. We are also developing this from the operational side of customer service. Central to this are the links to external tools; these must be as easily available to the customer, shop and support department as possible. Everyone should have the right information within a few steps. The less effort the customer, shop and support department have to do, the faster they are helped!
At RealConnections, we have an ultimate personal approach and think with you, now and in the future. We build a rock-solid customer service for you. Want to know more? Contact us at support@realconnections.nl or call us 085 – 065 3400, want we got you!
Proud of our customers
”We have been working with RealConnections for close to two years now. Since day one it has been such an amazing journey. The professionalism and kindness of the employees there is of a very high standard. They are always hands on with their customer service and their level of a step by step walk through in all questions or problems, is out of this world..”
Victoria
Customer Experience Manager, Giftcards Group
RealConnections helped us implement the full Zendesk suite and showed us things we didn’t know were possible with this product. In terms of the support they offer there is always someone willing and able to help with all of our questions and they are prepared to go the extra mile in order to help us achieve our wishes.
Marcus Andrew
Continuous Improvement Analyst, Mollie
2024 ©
RealConnections
All rights reserved.
