Bravissimo joint winners of Customer Service Team of the Year
Bravissimo’s Customer Service Team: Leading the way in exceptional customer Care.
Bravissimo, a retailer that’s more than just about lingerie and swimwear, has won the prestigious “Customer Service Team of the Year” award at the People in Retail Awards 2024. This win couldn’t come at a more fitting time, as we approach National Customer Service Week in early October – a week dedicated to recognising and celebrating the achievements of customer service agents worldwide.
Founded nearly 30 years ago by Sarah Tremellen, Bravissimo started as a small venture in a living room. Today, it proudly serves nearly 4 million customers across multiple continents, offering women not just products but a safe space to feel confident and heard. Their Customer Service Team, with over 40 experienced consultants, is the driving force behind their strategic objective to “Deliver an uplifting experience, always everywhere.”
Why they won: Dedication, innovation and personalised service
Bravissimo’s customer service ethos is simple: spend as much time as needed to truly understand and connect with their customers. In a world where speed is often prioritised, Bravissimo takes a different approach. Their team dedicates ample time to ensure every customer’s needs are met, offering empathy, knowledge, and personalised support. This dedication is reflected in their numbers: in April 2024 alone, live chats increased by 21%, calls by 45%, and their unique Virtual Fittings service saw a staggering 174% growth.
Virtual Fittings, first trialled in their US store, have become a standout initiative, allowing customers to experience the personalised service of a store visit from the comfort of their homes. The team goes above and beyond, even driving a bra directly to a customer who needed it urgently for a wedding, demonstrating their commitment to ensuring customer satisfaction.
Focusing on quality over quantity
What sets Bravissimo apart is their commitment to quality. Every piece of feedback, whether positive or negative, is logged and addressed personally. The team’s approach is not driven by traditional call centre KPIs but by delivering an “inspiring” experience for their customers. Their consultants operate from 8 am to 10 pm, and this flexibility allows them to cater to customers at all times.
Building a connected, happy team
Ria Matthews, Customer Experience Manager: “This prestigious award highlights the exceptional experiences our Customer Service team consistently delivers to our valued customers across a wide range of channels. Providing outstanding customer experiences is more than just a goal for us – it’s a core value, driving customer loyalty and our commercial success. Our team is dedicated to ensuring that every interaction is empowering and uplifting, reflecting our deep commitment to our customers’ experience. To have these efforts acknowledged through this award is not only an honour but a true testament to the hard work, passion, and excellence that our team brings to every customer interaction.”
Ria Matthews, the Customer Experience Manager, has played a pivotal role in this success. By introducing product events, out-of-hours training, and engaging activities like mindfulness painting and flower planting, she has ensured that her team remains motivated and well-informed, which directly translates into the exceptional service they provide.
Bravissimo’s success is also seen in how they’ve upskilled other departments to support during peak periods, ensuring that even at their busiest, the focus remains on delivering unparalleled customer service. Their culture of teamwork, empathy, and dedication is evident, making them a truly deserving winner of this year’s award.
As National Customer Service Week approaches, Bravissimo stands as an example of what exceptional customer service looks like in today’s retail landscape – proving that when you genuinely care about your customers, the results speak for themselves.
The Perfume Shop were also recognised at the People in Retail Awards for their exceptional Customer Services Team and the Spirit of Excellence Award.
