Retailers like Best Materials need customer service that stands out from the crowd, while still maintaining efficiency and accuracy. Since 1994, companies across the country have relied on Best Materials to provide supplies like caulk and sealants, hardware, and other repair materials.
THE CHALLENGE: OUT OF CONTROL OVERFLOW
Scalability was a big issue for the Best Material team. While their business was growing, they were having a hard time keeping up with call overflow while maintaining top quality service for shoppers.“Our top business objective is to provide an excellent shopping experience for local and internet customers in a fast and efficient manner,” says Mandy Little, a customer service representative for Best Materials. “We have a lot of call overflow. Without a support solution, we had to pull admin staff to provide more support to the sales team to cover incoming calls.”
THE NEXA SOLUTION: CONSISTENT QUALITY, EVERY TIME
Best Materials needed a solution. “We considered a virtual receptionist but were initially worried that the personal connection would be lost,” Little explained. “We need to make sure our customers were still receiving the quality of service we expect of all of our employees.”NexaProfessional was ready to take on the challenge. By providing excellent customer support around the clock, 24/7, the Best Materials team was able to focus on their customers in the store.
THE RESULT: SUPPORTED AND SUSTAINED GROWTH
Best Materials is ready for any industry growth with support from NexaProfessional.“By letting Nexa handles the calls we can’t, we are able to focus on customers on-site while they are present. We know that when we aren’t available, Nexa is. That provides excellent peace of mind to know our customers are always being taken care of. Instead of getting frustrated and moving on to the next online store, our customers get a live voice and instant assistance. Nexa’s attention to detail and personable staff has made all the difference for us.”