Rayell is a homewares wholesale business based in Sydney, Australia, that specialises in supplying a wide range of products to customers across Asia, Australia, and the Asia-Pacific region. They use e-commerce to make it easy for customers to choose and buy products online. Rayell also expands its product offerings to reach a broader customer base by acquiring companies.
Despite the challenges and changes in this industry, Rayell is constantly evolving to meet the demand for high-quality products and excellent customer service. They are committed to creating innovation while delivering satisfaction to customers.
Before partnering with Our Pacific Office (OPO), Rayell's customer service was handled in-house. For example, customer phone calls were answered by the first person available in the office. This created a frantic atmosphere that decreased efficiency and reduced output.This constant distraction led to team members not being fully utilized to complete activities that bring more value to the business. It resulted in team members doing relevant and profound work.
Our Pacific Office played a critical role in providing exceptional customer service for Rayell. Their services extended to being the first point of contact for customers, answering calls, and handling general enquiries. They processed orders in the back end and reached out to customers to follow up on their first order and ensure it went well.In addition to their primary customer service functions, Our Pacific Office made outbound customer service calls and conducted outreach to new customer contacts through Rayell's website. They engaged in relationship-building calls that were not sales-based, which helped to create a positive and lasting impression on customers.
With the help of Our Pacific Office, Rayell was able to streamline its customer service operations, resulting in significant time savings for senior managers and the rest of the team. Before partnering with Our Pacific Office, the customer service tasks were handled by a team with a finance/admin background. However, with OPO's assistance, Rayell was able to improve efficiency and reduce distractions. This allowed team members to focus on higher-level, more impactful work. Overall, Our Pacific Office's contribution was instrumental in ensuring the smooth running of customer service operations for Rayell. Their efforts went a long way in creating a positive customer experience and fostering solid relationships with them. They helped establish the company's reputation as a reliable and customer-focused business by providing excellent customer service. This led to an overall improvement in customer satisfaction and a strengthened relationship between Rayell and Our Pacific Office, with the partnership lasting for nearly four years and
The fact that our clients have all maintained or expanded their staff in Fiji is our best success story. They're the ones who've experienced us. Our referrals from our clients have powered our growth more than we could've imagined.
