vidaXL’s rapid growth needs to be supported by good local customer care accessibility in all their countries of operation. This requires suitable service numbers for each individual country, which are routed to five physical call centers.
vidaXL was struggling to obtain and set up all the different contact numbers they needed. The work was too much effort to undertake in-house. And their telecoms service provider was not able to act fast enough, or within an acceptable budget. The pace of expansion was limited by this failure to get the required service numbers in place quickly. Additionally, vidaXL was experiencing issues with the quality of incoming calls, which was not good for customer satisfaction.