Greven/Essen, 1 October 2021 – Fiege is launching yet another customer service location. As from 1 October, the family business from Greven in Westphalia will be setting up a further service site in Essen to assist eCommerce players with the implementation and development of their customer care ideas. Be it by phone, e-mail, chat, or WhatsApp: Fiege will be overseeing the complete services process. Product advice, order processing, returns handling and complaints management, online review management plus comprehensive analyses and evaluations of activity reasons – Fiege is a seasoned customer service provider, and its team has been working continuously towards improving its service delivery standards.
“Our new location is in response to the strong growth in the field of eCommerce and our clients’ growing need for customer service representation”, says Jan Meischein, Head of Fiege’s eCommerce operations. “Last year alone, the volume of hours provided by our customer services almost doubled. And by the end of 2021, we anticipate additional growth of roughly 30 per cent. Our new location in Essen will allow us to even better accommodate the requirements and needs of our clients”, Meischein explains, adding that “we will benefit from good accessibility to applicants in the heart of the Ruhr district to scale services fast and flexibly together with our client, in line with what their future needs dictate”.
Next to customer care offers, Jan Meischein and his team devise personalised omnichannel strategies for its customers, ranging from standardised beginner packages for start-ups to tailored customised solutions for established brand names. “Not only do we develop the software for a performant, system-based order management”, says Meischein, “but we also handle all services relating to receivables management, risk management, online review management and carrier claims management.”
Our long-term goal is to continually expand our omnichannel retail services offering, adds Christoph Mangelmans, Managing Director Omnichannel Retail: “Customer services are the flagship of any eCommerce business – in an environment that is largely defined by not cultivating any personal contact, this is the only place where there is direct contact with shoppers. It is therefore even more important that we establish ourselves as a future-forward service provider and create attractive solutions for brands and consumers alike.”