Dermalogica Smooths Customer Experiences with 8x8

Skincare provider Dermalogica has stepped up efforts to deliver better, more personalized customer experiences for its customers across England and Ireland by partnering with 8x8.

With the new partnership, the company will be upgrading with the 8x8 X Series and Contact Center feature. This new system will move the company into the modern world with cloud enabled communications capabilities. This includes the ability to better measure, analyze and make important improvements to their customer service.

In addition to better customer service, employees and skin therapists will be empowered to collaborate across locations and even work remotely - something the company has been getting more and more requests for.

“We are delighted to be working with a household name like Dermalogica, said Samuel Wilson, chief customer officer and managing director of EMEA at 8x8. “We know that delivering exceptional customer experience is vital for brands in 2020; with 8x8’s powerful technology behind them, we’re looking forward to helping Dermalogica achieve this.”

In the contact center, managers will also now have tools necessary to measure quality of service and drill down to staff resourcing needs so they can schedule as needed and offer training.

New chat features and self-service options will also provide customers with the ability to contact Dermalogica and get help in real-time.

Commenting on the success of their partnership, Jonathan Gottler, IT service manager, UK & EU at Dermalogica, said, “We started looking for a new communications partner, as we wanted to have the right tools to improve the customer experience. 8x8’s rich features, in particular the speech analytics function, was the ‘wow factor’ that made them an obvious choice.”

“With analytics and reporting tools, we’ll now be able to turn anecdotal data into evidence and use this to make real improvements to customer service. At the same time, being based in the cloud means we can offer remote and flexible working in a way we could never have done without 8x8.”

Edited by Maurice Nagle