Tailored customer service solution
- Customer service for Sweden's largest book club
- Custom chat feature
- H1's first customer service customer!
“We at Bonnier have had our customer service, as well as a good deal of administrative work, outsourced to H1 since H1 was founded. I can hardly emphasize 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 the Bonnier publishing houses' own publications.
Read more about Bonniers Bokklubb
Our customer service solution for Bonniers Bokklubb
More contact channels 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 successively expanded according to the changing needs of the customer and consumer. With over 30,000 cases per month, via phone and e-mail, as well as increased traffic to the websites, there was a need for, among other things, a chat function that was implemented – today H1 works with, among other things:
- Customer service via phone, email, mail, and chat
- Back office work
- Offers support to customers with digital questions
- Working with upselling and anti-churn
- Receives and registers new orders
"Bonnier is an important key account for us at H1. Right from the start, our collaboration 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 collaboration."
Customer-relevant competencies
Custom web chat
At the beginning of the collaboration, chat solutions were a growing channel, and multiple measurements at the time showed that customers who contacted customer service via chat were more satisfied than those who made contact via telephone or e-mail. Bonnier Bokklubbar 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 customized to match the graphical design of each book club.
Faster, easier, and more satisfied customers
Today, hundreds of satisfied customers chat with our customer service every month, and the use of the feature is growing. Members do not need to look up contact information and switch channels to telephone or e-mail, but can get help directly via the chat. Both websites and the chat function automatically adapt to the device being used, so it works just as well from a computer, mobile phone, and tablet.
“Something else that is extremely important to us when we outsource customer service is that H1 and the agents learn our business properly and feel a certain ownership of it, which I have always felt and still feel that H1 does and has done. It is almost like having an in-house customer service, and we speak with each other daily as they are always great at providing relevant feedback from our customers that we can act on.”