Today is a beautiful day! ROBIN is super-stoked to announce that REVOLUTION BEAUTY, the world’s biggest player in the fast beauty space, has signed up for the ROBIN Program: the unique through-the-line customer service solution for fast-growing retail and eCommerce brands with the ambition to compete on service and win on customer experience (CX).
The Program includes the ROBIN Conversation Console for fast, efficient conversation management across all channels, and a data-driven Performance Plan complete with expert coaching. All told, the Program helps retail and eCommerce brands build a service operation that can both outperform the competition, and play a central role in optimising CX.
REVOLUTION BEAUTY is the British cosmetics, skincare and haircare company behind disruptive makeup brands such as REVOLUTION, I HEART REVOLUTION, REVOLUTION PRO and OBSESSION, which blend professional quality and highly pigmented formulas into fast-to-market, trend-led and affordable products. Stocked in over 50 territories with over 85 retail customers, REVOLUTION is Superdrug's best-selling cosmetics brand, spearheading its new shop-in-shop retail experience. 2019 will see a doubling of in-store space in USA’s Ulta Beauty and a focus on further exploding growth in Australia, Germany and Poland.
“Our customer’s experience is everything. With over 1.6 million followers on Instagram, we enjoy our one-on-one relationships with our customers and love responding to comments and questions in social. It’s crucial to our success. However, thanks to the incredible growth of our eCommerce site, we’ve also seen a big increase in customer service questions. To date, it has proven difficult to answer those questions as fast as we do in social. That’s our next challenge – and it’s one we’re looking forward to beat”, said Nadine Neatrour, eCommerce Director at REVOLUTION BEAUTY.
Neatrour continues, “ROBIN’s Conversation Console is exactly what we need to make the lives of our service team easier than ever. And the Performance Plan offers us the data, tools and guidance to build our customer service performance — giving our customers the kind of experience they truly deserve.”