How Tamaris Added
Native Customer Service
in 4 Markets

The Challenge: Local Webshops, Three Service Languages

Tamaris runs localized webshops in most of its European markets, but customer service started with three languages: German, English and French.

“These languages formed the basis for our international webshops, so at that time it was a no-brainer.”

As the brand grew, it moved towards a fully local experience in every market: payments, logistics and customer service. Italy came next, a market with high growth potential for fashion and one where service in the local language is essential.

“Through our customer service we are in direct contact with our customers. This personal experience with the Tamaris brand is important and being able to offer this in the customers local language is vital.”

The Approach: One Partner for Every Language

Besides quality and price, Tamaris chose on two things: how fast the project could launch, and which languages the partner could offer. It did not want a separate provider for every new market.

“We plan to add more local support languages to our offering and we don’t want to complicate our operations by working with several service providers. We were looking for a partner that could offer customer service in multiple languages. That is why we decided to start our partnership with Salesupply and it has proven to be a good decision.”

Salesupply took over Italian customer service completely, with native agents from our fashion customer service team. Tamaris decided the training program and its content. It started with a four-hour session on the essence of the brand, how Tamaris talks to its customers and how it prefers to solve issues.

“It is crucial that the agents are able to communicate to the end customers as part of our brand.”

Staying in Control: Meetings, Reports and a Live Dashboard

Every two weeks Tamaris meets the Salesupply project team to discuss issues, improve agent information and find process improvements in what customers report. On top of that, Tamaris gets a monthly report and full access to the customer service dashboard.

“While we outsourced our Italian customer service completely to Salesupply, it never felt like we lost control, on the contrary.”

The Result: Four Native Markets, One Partner

Italy was the first step. Tamaris then added native customer service in Greece, Poland and the Czech Republic, each through the same partner and the same way of working. That is exactly what it was looking for: more languages without more providers.

• 4 native marketsItaly, Greece, Poland and the Czech Republic, served in their own language.
• On brand from day oneAgents trained by Tamaris on its tone and way of solving issues.
• Full controlMeetings every two weeks, a monthly report and a real-time dashboard.
• One partner, no extra providersEvery new language added through the same team and way of working.

“I think that for every online shop that wants to expand cross-border and needs to speak the local languages, Salesupply is the perfect customer service partner.”